Director, Customer Success & Technical Account Management

Everbridge; Canada; Remote; CAD 170,000 - 187,000; Full time

Benefits offered by this job

Healthcare

Dental

401(k) plan and match

Paid time off

Fitness reimbursements

Parental planning

Mental health benefits

Disability income benefits

Life and AD&D insurance

Job summary

Everbridge seeks a strategic Manager of Customer Success & Technical Account Management to lead a team of CSMs and TAMs, enabling measurable value and long-term customer success. You will drive outcomes, adoption, health, retention, and growth across a defined customer segment while partnering with cross-functional teams.

The role emphasizes coaching, performance management, and scalable processes to meet aggressive business goals in a fast-paced environment.

Qualifications

• 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 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.
• Support team growth through regular one-on-ones, team meetings, performance feedback, career planning, hiring, onboarding, succession planning, and enablement.
• Build strong CSM-TAM partnerships, clarify roles, and align teams to customer objectives and technical environment.
• Coach CSMs on relationships, success planning, adoption, value realization, and lifecycle risk management.
• Coach TAMs on proactive technical guidance, solution optimization, adoption, and risk mitigation.
• Ensure teams communicate customer value through success plans, executive engagements, and business reviews.
• Monitor customer health and portfolio performance; identify risks and opportunities with action plans.
• Champion the voice of the customer and share feedback with relevant teams and leaders.

Skills

Leadership

Coaching

Strategic thinking

Communication

People management

Cross-functional collaboration

Analytics

Education

Bachelor's degree in Business, Technology, Computer Science, Management, or related field

Job description

Everbridge seeks a strategic Manager of Customer Success & Technical Account Management to lead a team of CSMs and TAMs, enabling measurable value and long-term customer success. You will drive outcomes, adoption, health, retention, and growth across a defined customer segment while partnering with cross-functional teams.

The role emphasizes coaching, performance management, and scalable processes to meet aggressive business goals in a fast-paced environment.