Alertus
Customer Success
DirectorofCustomerSuccess
“Director of Customer Success at Alertus. Skills: Customer Success management, customer engagement, strategic initiatives, team leadership. Oversee the day-to-day operations and performance of the customer success team. Organize, host, and manage all customer events and programs, including cultivating and expanding customer User Groups and customer pilot programs”
What You'll Achieve.
increasing customer satisfaction; increasing product utilization
Industry & Context.
Ability to problem solve and facilitate resolution of client issues; analytical acumen to detect patterns, interpret data, and identify areas of improvement
Willingness to travel 25% of the time, Fully vaccinated or in the progress of vaccination by the first day of employment (some exceptions may be considered if within the guidelines of the company policy), Proof of vaccination or exemption must be provided prior to their start date
What They're Looking For.
Must Have
7+ years of management experience in Customer Success, Client Services, Customer Experience, and roles or similar customer-facing role, Proficiency in understanding customers’ needs and manage client expectations, Ability to problem solve and facilitate resolution of client issues, Salesforce or other CRM platform experience, analytical acumen to detect patterns, interpret data, and identify areas of improvement, Skill in communicating difficult/sensitive information tactfully, Excellent interpersonal skills with the capability to effectively collaborate with internal and external stakeholders, Exceptional time management skills and the ability to meet deadlines, Ability to manage multiple projects simultaneously, Organized and reliable: able to work independently with little direction when necessary, Ability to operate in fast paced environment, Ability to manage multiple projects simultaneously
What You'll Do.
Oversee the day-to-day operations and performance of the customer success team
and manage all customer events and programs
including cultivating and expanding customer User Groups and customer pilot programs
Direct the strategy for all customer communications
ensuring a consistent approach to engagement
and incident response
Manage and nurture existing customers through strategic initiatives like customer education and training
and surveys to mitigate customer attrition
Act as a customer advocate
ensuring all customer feedback is accurately documented and appropriately conveyed to internal Alertus stakeholders
Develop relationships with internal and external stakeholders to drive product adoption
and spearhead cross-departmental initiatives to ensure promises to customers are delivered
Monitor and identify product adoption and utilization trends
provide recommendations based on user experience
and initiate customer conversations centered around product upgrades and new releases
How You'll Work.
Team & Collaboration
collaborate with internal and external stakeholders; spearhead cross-departmental initiatives
Communication Scope
Skill in communicating difficult/sensitive information tactfully
Process & Methodology
Ability to manage multiple projects simultaneously
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