Remote opportunity at
EverbridgeManager, Customer Success and Technical Account Management
Everbridge builds critical event management technology that helps enterprises and public agencies prepare for, respond to and bounce back from disruptive incidents. This Manager position leads…
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About This Role
Everbridge builds critical event management technology that helps enterprises and public agencies prepare for, respond to and bounce back from disruptive incidents. This Manager position leads a group of CSMs and TAMs, whose job is to make sure customers see measurable returns on their spend and keep succeeding over the long term within an assigned segment. It is a frontline management role. The manager develops both CSMs and TAMs, sets…
Job Description
Everbridge builds critical event management technology that helps enterprises and public agencies prepare for, respond to and bounce back from disruptive incidents. This Manager position leads a group of CSMs and TAMs, whose job is to make sure customers see measurable returns on their spend and keep succeeding over the long term within an assigned segment.
It is a frontline management role. The manager develops both CSMs and TAMs, sets clear expectations, holds one-on-ones, supports hiring and onboarding, and builds succession depth. CSMs are meant to operate as strategic partners centered on adoption, value and account health. TAMs act as technical advisors who optimize solutions, strengthen resilience and head off problems early.
The manager keeps an eye on portfolio health so that risks and openings are spotted early and assigned owners and action plans. The role also acts as a leadership contact for key accounts and difficult escalations, takes customer feedback and product gaps to the right internal leaders, and sets KPIs covering health, uptake, engagement, retention and delivery quality. Data guides priorities and staffing decisions.
The posting estimates a salary of USD 120,000 to 131,500, with possible variable pay. Listed benefits include healthcare, dental, parental planning, mental health support, disability income, life and AD&D coverage, a 401(k) with matching contributions, paid time off and fitness reimbursement. The listing is marked remote.
Responsibilities
- Lead, coach and grow CSMs and TAMs.
- Hold one-on-ones, team meetings and feedback sessions, and support career planning, hiring and onboarding.
- Strengthen collaboration between CSMs and TAMs so each customer's goals and technical setup are understood.
- Guide CSMs on success planning and lifecycle risk, and guide TAMs on proactive technical advice.
- Track customer health and portfolio results, making sure every risk and opportunity has an owner and a plan.
- Serve as the leadership point of contact for key accounts and complicated escalations.
- Set performance measures for health, adoption, engagement, retention and delivery, and use the data to allocate resources.
- Collaborate with product, engineering, professional services, support, and sales and account management teams to clear obstacles for customers.
Requirements
- Five-plus years in CS, TAM, professional services, support or solutions consulting, or in another software role facing customers.
- Two or more years leading and developing customer-facing staff.
- Experience in software-as-a-service, cloud, enterprise technology or mission-critical environments.
- Proven success leading teams accountable for adoption, value, retention, satisfaction and growth.
- Experience defining and tracking team KPIs, health indicators and operating metrics.
- Strong analytical ability to turn customer and operating data into clear priorities.
- Experience aligning with sales and account management teams on renewals, retention and expansion.
- Clear written and spoken communication for technical, business and executive audiences.
- An undergraduate degree in a field such as business, technology, computer science or management, or equivalent hands-on experience.
Qualifications
- Experience steering complicated customer situations and escalations while keeping the trust of customers and colleagues.
Core Skills
Benefits
- Healthcare, dental and parental planning benefits.
- Mental health support and disability income coverage.
- Life and AD&D insurance.
- 401(k) plan with employer matching contributions.
- Paid time off and fitness reimbursement.
- Possible variable compensation on top of base pay.
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
The listing is marked remote. The posting text does not describe a specific office location.
What is the salary range?
The posting gives an estimated range of USD 120,000 to 131,500, and it notes that the role may include variable compensation.
What experience is required?
The posting asks for five or more years in customer-facing SaaS or technical roles and two or more years leading customer-facing professionals.
How do I apply?
The posting text does not describe the application steps.
Sample Interview Questions
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