Manager, Customer Success and Technical Account Management

Everbridge; Montreal (administrative region); On-site; CAD 120,000 - 132,000; Full time

Benefits offered by this job

Healthcare

Dental

Parental planning

Mental health benefits

Disability income benefits

Life and AD&D insurance

401(k) plan and match

Paid time off

Fitness reimbursements

Job summary

Everbridge seeks a strategic Manager of Customer Success & Technical Account Management in a leadership role to grow a team of CSMs and TAMs. You will partner with Sales, Product, Engineering, and Support to ensure customer value, health, and retention across an assigned segment.

You will coach on adoption, value realization, and proactive risk management, while driving operational excellence and measurable outcomes for customers and the business.

Qualifications

• Experience leading customer-success and TAM professionals.
• Proven track record in SaaS, cloud platforms, enterprise tech.
• Experience setting team KPIs and health measures.
• Strong coaching, feedback, and career planning skills.
• Excellent written and verbal communication for diverse audiences.

Responsibilities

• Lead, coach, and develop CSMs and TAMs to align with business outcomes.
• Drive customer adoption, retention, and expansion across portfolios.
• Build cross-functional partnerships to resolve customer needs.
• Set clear expectations, performance reviews, and enablement plans.
• Monitor portfolio health and escalate risks with action plans.

Skills

5+ years experience

2+ years leadership

SaaS / cloud experience

customer outcomes

performance KPIs

risk & issue management

analytical thinking

cross-functional collaboration

communication with execs

talent development

account growth focus

Education

Bachelor's degree in Business/Technology/CS/Management

Tools

CRM tools

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.

• 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.

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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.