Manager, Customer Success and Technical Account Management - Everbridge

Everbridge is looking for a strategic, people-focused Manager of Customer Success & Technical Account Management to lead and develop a team of Customer Success Managers (CSMs) and Technical Account Managers (TAMs) responsible for helping our customers realize measurable value from their investment and achieve long-term success.

This is a frontline leadership role responsible for people leadership, customer outcomes, service delivery, operational excellence, and retention and growth across an assigned segment of customers. You will empower CSMs to serve as strategic partners focused on business outcomes, adoption, value realization, and customer health, while enabling TAMs to serve as trusted technical advisors focused on solution optimization, technical adoption, resilience, and proactive risk management. You will create an environment where team members can do their best work, customers have a consistent and exceptional experience, and Customer Success operates as a proactive, accountable partner across the organization.

What you'll do:

• Lead & Develop: 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 Growth: Support team growth through regular one-on-ones, team meetings, performance feedback, career planning, hiring, onboarding, succession planning, and targeted enablement.
• Build Partnerships: Build strong CSM–TAM partnerships, clarify roles, and ensure teams understand each customer’s business objectives, use cases, success criteria, and technical environment.
• Coach Teams: 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.
• Value Communication: Ensure teams communicate customer value through success plans, executive engagement, business and technical reviews, and other strategic interactions.
• Monitor Health: 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.
• Voice of the Customer: Champion the voice of the customer internally, sharing feedback, recurring themes, technical challenges, and product gaps with relevant teams and leaders.
• Drive Retention & Growth: 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.
• Manage KPIs: 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.
• Process Execution: 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.
• Cross-Functional Collaboration: 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.

What you'll bring:

• Experience: 5+ years of experience in Customer Success, Technical Account Management, Professional Services, Support, Solutions Consulting, or another customer-facing SaaS role.
• Leadership: 2+ years of experience leading, coaching, and developing customer-facing professionals.
• Industry Knowledge: Experience in SaaS, cloud platforms, enterprise technology, or mission-critical technology environments.
• Track Record: A track record of leading teams responsible for customer adoption, value realization, retention, satisfaction, and growth.
• Coaching Skills: Strong understanding of strategic Customer Success and technical customer engagement, with the ability to coach across both disciplines.
• Talent Development: Experience developing talent through coaching, feedback, performance management, and career planning.
• Analytical Skills: 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.
• Collaboration: Experience partnering with Sales and Account Management on account strategy, renewals, retention, and expansion.
• Escalation Management: Ability to lead complex customer situations and escalations while maintaining trust with customers and internal stakeholders.
• Communication: Excellent written and verbal communication skills with technical, business, and executive audiences.
• Education: Bachelor’s degree in Business, Technology, Computer Science, Management, or a related field, or equivalent practical experience.