Manager, Customer Success – Technical Account Management

🔥 2 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 10%

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Everbridge

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

Everbridge is a company specializing in critical event management solutions designed to enable organizations to plan, anticipate, mitigate, respond to, and recover from unexpected events. With a broad suite of products including risk intelligence, mass notification, crisis management, and public warning systems, Everbridge is committed to maximizing organizational resilience through their integrated Everbridge 360™ platform. Serving industries such as financial services, healthcare, technology, telecommunications, energy, and government sectors, Everbridge helps over 6,500 global customers manage critical events more effectively. Their solutions ensure workforce safety, protect assets, and maintain business continuity during disruptions, ensuring swift communication and effective management of crises.

📋 Description

• Lead, coach, and develop Customer Success Managers and Technical Account Managers, setting expectations and fostering an inclusive culture. • Support team growth through one-on-ones, team meetings, performance feedback, career planning, hiring, onboarding, succession planning, and enablement. • Build strong CSM–TAM partnerships and ensure understanding of customer objectives, use cases, success criteria, and technical environments. • 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. • Ensure teams communicate customer value through success plans, executive engagement, business and technical reviews, and strategic interactions. • Monitor customer health and portfolio performance; identify risks and opportunities with action plans, ownership, and cross-functional support. • Serve as a leadership contact for strategic customers and complex escalations. • Champion customer feedback, recurring themes, technical challenges, and product gaps internally. • Drive accountability for adoption, satisfaction, retention, and expansion; partner with Sales and Account Management on renewals, account strategy, and growth. • Set and evolve KPIs and performance expectations; 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 manage commitments, capacity, and utilization. • Build cross-functional partnerships across Sales, Account Management, Support, Professional Services, Product, Engineering, and other teams to resolve customer needs and improve the customer journey.

🎯 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.