everbridge - Manager, Customer Success and Technical Account Management
Requirements
• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, Support, Solutions Consulting, or another customer-facing SaaS role. • 2+ years of experience leading, coaching, and developing customer-facing professionals. • Experience in SaaS, cloud platforms, enterprise technology, or mission-critical technology environments. • A track record of leading teams responsible for customer adoption, value realization, retention, satisfaction, and growth. • Strong understanding of strategic Customer Success and technical customer engagement, with the ability to coach across both disciplines. • Experience developing talent through coaching, feedback, performance management, and career planning. • Experience setting and managing team KPIs, customer health measures, operational metrics, and performance goals. • Strong analytical skills and the ability to turn customer and operational data into clear priorities. • Experience partnering with Sales and Account Management on account strategy, renewals, retention, and expansion. • Ability to lead complex customer situations and escalations while maintaining trust with customers and internal stakeholders. • Excellent written and verbal communication skills with technical, business, and executive audiences. • Strong organizational, prioritization, delegation, and decision-making skills. • Ability to lead in a fast-paced, changing environment with integrity, empathy, and accountability. • Bachelor’s degree in Business, Technology, Computer Science, Management, or a related field, or equivalent practical experience.
Responsibilities
• Lead, coach, and develop Customer Success Managers and Technical Account Managers, setting clear expectations and fostering an inclusive culture of customer focus, accountability, collaboration, learning, and operational excellence. • Support team growth through regular one-on-ones, team meetings, performance feedback, career planning, hiring, onboarding, succession planning, and targeted enablement. • Build strong CSM–TAM partnerships, clarify roles, and ensure teams understand each customer’s business objectives, use cases, success criteria, and technical environment. • Coach CSMs on strategic relationships, success planning, adoption, measurable value, and lifecycle risk and opportunity management. Coach TAMs on proactive technical guidance, solution optimization, adoption, and risk mitigation aligned with customer objectives. • Ensure teams communicate customer value through success plans, executive engagement, business and technical reviews, and other strategic interactions. • Monitor customer health and portfolio performance; ensure risks and opportunities are identified early, with clear action plans, ownership, and cross-functional support. Serve as a leadership contact for strategic customers and complex escalations when needed. • Champion the voice of the customer internally, sharing feedback, recurring themes, technical challenges, and product gaps with relevant teams and leaders. • Drive accountability for customer adoption, satisfaction, retention, and expansion. Partner with Sales and Account Management on customer health, renewal readiness, account strategy, and growth opportunities. • Set and evolve KPIs and performance expectations across customer health, adoption, engagement, retention, and service delivery. Use customer and operational data to guide priorities, improve performance, and allocate resources. • Ensure consistent execution of Customer Success and TAM programs, processes, playbooks, and engagement standards. Improve workflows, support capacity planning and portfolio balancing, and help TAM teams deliver customer commitments while managing capacity and utilization. • Build cross-functional partnerships across Sales, Account Management, Support, Professional Services, Product, Engineering, and other teams to resolve customer needs, remove barriers, and improve the customer journey.
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