Everbridge · 23 hours ago
Senior Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$94K/yr - $125K/yr
2+ years expEverbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover stronger from critical events. The Customer Success Manager is a key technical role focused on driving adoption, advocacy, and success of designated strategic product solutions, ultimately leading to retention and growth targets.
Event ManagementInformation TechnologyRisk ManagementSecurity
Responsibilities
Develop technical and business subject matter expertise in xMatters and Everbridge use cases and products (you have the technical skills to hop into the solution with the customer to set up functionality or highlight new use cases)
Own the adoption, advocacy, and success of the designated strategic solution to help support the business’s net and growth retention goals
Demonstrate industry and strategic product expertise by curating and presenting operational product use cases comparative to industry trends and emerging needs; facilitate the deeper entrenchment of the solution by architecting clear product utilization strategies in line with key customer needs
Drive adoption campaigns and develop plans to achieve customer satisfaction (>60 NPS scores) across the strategic product customer base; proactively monitor progress, identify hurdles (product and business), and track and resolve issues or adoption blockers
Study customer health metrics and build processes and tools to improve product usage and adoption
Collaborate with Account Managers on account planning, solving client business problems, mitigating any risks with customers, and ways to grow client relationships
Facilitate the coordination of internal resources to resolve complex problems for assigned customers
Perform customer 'Health Checks,' including deployment progress against documented success criteria; develop and present findings/recommendations to the customer to drive deeper and broader adoption
Generate unique solutions for customers who struggle with traditional configurations
Identify upsell and cross-sell opportunities within named accounts through success-centric outreach, and pass to the assigned AE/AM for handling and closure
Own customer communication surrounding product introductions, announcements (e.g., Upcoming Releases and Enhancements); events (Coordinating of User Group Meetings, webinars), and other strategic initiatives related to strategic product
Communicate 'voice of the customer' feedback to management and help drive strategic initiatives and program improvement, to include coordination with Product on RFE roadmap
Partner with Implementations and Professional Services to understand the 'state of the state' for strategic product engagements and facilitate a smooth handoff from deployment to AM/CS
Partner with Product Management to prioritize customer RFEs, identify capability gaps in your strategic product area, and communicate product-related barriers to adoption and operationalization
Qualification
Required
2+ years in SaaS technical evangelical role. (e.g. Pre-Sales Engineer/Consultant supporting technical software solution; or Consultant supporting implementation of software solutions within the Dev, DevOps, MIM or CEM space)
Strong experience in technical account management for large organizations
Ability to understand and demonstrate technical aspects of the product as related to the customers' “why”; provide ideas and solutions to help customers optimize use/adoption and gain measurable ROI
Self-starter with a proven track record of driving retention, growth and customer-first results in a complex software environment
Excellent problem-solving skills and ability to navigate challenging situations professionally, both internally and externally
Excellent organizational skills and situational fluency, including the ability to prioritize and multi-task activities across many customers at once, and to pivot/re-prioritize depending on evolving world events
Superior communications skills and demonstrated ability to communicate/present effectively at all levels of the organization, including Executive/C-level
Ability to work independently with a high degree of integrity and accountability
Ability to thrive in fast-paced environments with the ability to multi-task and juggle several priorities with tight deadlines simultaneously
Thick-skinned, resilient, customer-focused professional who can “dig in” to build trust and credibility with both customers and internal stakeholders; someone who puts the team and the customers before themselves
Bachelor's degree in IT or other related field
Preferred
Understand Business Continuity or Emergency Management practices
Can articulate value in terms of market processes and philosophies (Agile, DevOps, CI/CD, ITIL, NOC SRE, MIM)
Experience or training in web-based software application implementations
Technical experience in agile deployment processes; CI/CD development processes; SaaS/cloud environments; REST Web Services; Java/JavaScript (any programming experience accepted - hacker skill level); ITIL/MIM/NOC/Incident processes; and Ops Monitoring processes
Experience/understanding/ability to embrace and leverage SFDC, Gainsight, or Totango, Pendo, and other tools to track/measure adoption and value realization
Benefits
Healthcare
Dental
Parental planning
Mental health benefits
Disability income benefits
Life and AD&D insurance
A 401(k) plan and match
Paid time off
Fitness reimbursements
Company
Everbridge
Everbridge is a national public warning solutions company that provides an event management platform to help government organizations.
1001-5000 employees
H1B Sponsorship
Everbridge has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (5)
2023 (5)
2022 (9)
2021 (7)
2020 (11)
Funding
Current Stage
Public CompanyTotal Funding
$455.73M2024-02-05Acquired
2019-12-23Post Ipo Debt· $450M
2019-01-14Post Ipo Equity
Leadership Team
David Wagner
President and CEO
Elliot Mark
SVP and General Counsel
Recent News
2025-11-20
2025-11-10
EIN Presswire
2025-10-17
Company data provided by crunchbase