Manager, Customer Success and 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 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. The Manager, Customer Success & Technical Account Management 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, 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.

What you'll bring:

• 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.

The reasonably estimated salary for this role at Everbridge ranges from $120,000 - $131,500 and may also include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Everbridge offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, disability income benefits, life and AD&D insurance, a 401(k) plan and match, paid time off, and fitness reimbursements.

Fair Chance Statement US & Canada

We are committed to providing equal employment opportunities in compliance with all applicable Federal, Provincial/State and Local laws, including the California Fair Chance Act and any local County Fair Chance Ordinance (or local equivalent). Pursuant to these and other relevant regulations, we consider qualified applicants with criminal histories in a manner consistent with the law.

For roles subject to background checks, the following material job duties may be affected by an applicant’s criminal history:

- Access to sensitive or confidential information, such as financial records, proprietary data, or client information.

- Management of cash, company funds, or other valuable assets.

- Work in environments requiring heightened security measures.

- Compliance with contractual or regulatory requirements specific to the position.

We evaluate each applicant's criminal history individually, considering its nature, timing, and relevance to the specific job duties, while maintaining our commitment to fair hiring practices and promoting workplace equity.

About Everbridge

Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover from critical events. In an unpredictable world, resilient organizations protect their people and operations, adapt under pressure, and return to productivity faster. Our Critical Event Management (CEM) technology combines intelligent automation with comprehensive risk intelligence to help organizations strengthen resilience, keep people safe, and maintain operations.

Learn more at everbridge.com, explore the Everbridge blog, and connect with us on social media.

Equal Employment Opportunity

Everbridge is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, creed, religion, national origin, ancestry, age, sex, pregnancy, sexual orientation, gender identity or expression, disability, protected veteran status, genetic information, marital status or any other characteristic protected by applicable federal, state, or local law.

Employment Practices

Everbridge does not require or administer lie detector (polygraph) tests as a condition of employment or continued employment. In Massachusetts, it is unlawful to require or administer a lie detector test as a condition of employment or continued employment. Employers who violate this law may be subject to criminal penalties and civil liability.