Customer Success&Implementation Manager

At AlertMedia, At AlertMedia, we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform.

Customers always come first

AlertMedia is looking for a customer-focused Implementation Manager who will take immediate ownership of our customer relationships with a focus on providing the highest level of strategic partnership as they begin their customer journey. The Implementation Manager (IM) serves as a thought partner, product expert, and project manager. As a part of AlertMedia’s larger Customer Operations team, IMs believe that implementation sets the tone for our long-term partnership, leading to customer advocacy and future renewals. IMs are determined to guide customers through a successful deployment, accomplishing key milestones and maximizing product and feature enablement, before transitioning the customer to the dedicated Customer Success Manager (CSM).

As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand!

You are an accomplished IM with proven success in strategically onboarding and implementing a project or software across a range of customer profiles. You naturally approach situations with a consultative, solution-driven approach and embrace each customer relationship as a true partnership. You are comfortable navigating ambiguity, synthesizing complex information, and leveraging AI and emerging technologies to enhance strategic thinking, communication, and customer outcomes. You are a dedicated customer advocate who thrives in complex environments, enjoys working cross-functionally, and is energized by helping customers translate business objectives into meaningful outcomes.

Act as the primary owner of multiple concurrent customer implementations, balancing time to value with customers’ intended timelines

Lead the customer kickoff meeting, translating pre-sales objectives into a structured implementation plan by aligning on business outcomes, success criteria, stakeholders, and mutually agreed-upon expectations

Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted

Serve as a strategic advisor to customer stakeholders, helping translate business objectives into scalable AlertMedia programs, operational processes, and long-term success plans

Strategize with the larger Customer Operations team to provide customers with industry-specific best practices, proven AlertMedia solutions, and emerging capabilities that support operational maturity and long-term program success

Clearly communicate action items across internal and external teams and provide regular project updates to the customer

Sensitively manage and interpret data, consulting on data imports and automations

Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions

Diligently manage implementation milestones and overall project status internally in Gainsight and monday.Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM transition once the customer is deployed

Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve, scale, and modernize the Strategic implementation experience, including the thoughtful adoption of AI, automation, and emerging product capabilities

3+ years’ experience in a strategic customer-facing role as Implementation Manager / Customer Success Manager / Account Manager

• 2+ years' experience leading SaaS implementations with demonstrated project management skills and the ability to prioritize competing customer needs
• Experience navigating complex, decentralized, multi-national organizations with competing stakeholder priorities
• Proven ability to build credibility and influence stakeholders ranging from project managers and system administrators to executive sponsors and business leaders
• Thoughtful use of AI and emerging technologies to synthesize information, improve decision-making, enhance communication, and drive customer outcomes while maintaining strong judgment and customer empathy
• Proficiency in Excel is required; experience with Salesforce, Gainsight, and monday.Enthusiasm for partnering cross-functionally with Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, and Engineering, including Executive-level visibility
• Strong analytical, negotiation, and creative problem-solving skills
• Location: Must be located in Halifax, Nova Scotia, Canada with flexibility for travel for occasional customer onsites

Competitive base salary + Company-wide bonus program

Generous and flexible time off and parental leave policies

Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!

Commitment to community service with opportunities to give back

Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails

AlertMedia, backed by Vista Equity Partners, helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy –