Senior Customer Success Manager

Who you are

You have a strong background in customer success management, ideally with 5+ years of experience in a technical role. You understand the importance of driving customer adoption and satisfaction, and you have a proven track record of achieving retention and growth targets. As a technical Subject Matter Expert, you are comfortable collaborating with cross-functional teams and acting as the voice of the customer to influence product enhancements. You are skilled in building relationships with key customers and have a passion for ensuring their long-term success.

You excel in understanding customer needs and translating them into actionable insights for your organization. You are adept at curating best practices and exhibiting thought leadership within your team. Your ability to manage escalations and project manage at-risk customers is a key strength, and you thrive in environments where you can contribute to a world-class customer experience.

Desirable

Experience in a SaaS environment or with technical products is a plus. Familiarity with account management processes and customer success metrics will help you excel in this role. You are a proactive problem solver who enjoys working collaboratively to drive customer success initiatives.

What you'll do

In this role, you will be responsible for driving the adoption and success of designated strategic products within the Everbridge and xMatters install base. You will work closely with Account Managers to ensure that customers realize the full value of their solutions. Your role will involve understanding customer needs, providing technical guidance, and influencing product enhancements based on customer feedback.

You will serve as a strategic escalation resource for key, at-risk customers, helping to project manage their success and retention. Your ability to communicate effectively with both customers and internal teams will be crucial as you advocate for customer needs and drive initiatives that enhance their experience.

You will also curate and instill best practices within your team, sharing insights and strategies that contribute to the overall success of the Customer Success Organization. Your thought leadership will help shape the direction of customer success initiatives and ensure that Everbridge continues to deliver exceptional value to its customers.

What we offer

Everbridge offers a collaborative and supportive work environment where you can thrive as a Senior Customer Success Manager. You will have the opportunity to work with a talented team dedicated to customer success and innovation. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.

You will play a critical role in establishing long-term relationships with customers, contributing to their success and satisfaction. Join us in our mission to create “Customers for Life” and make a meaningful impact in the world of customer success.