Manager, Customer Success and Technical Account Management
New
E
EverbridgeSaaS technology
Canada- RemoteFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 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.
- Required Skills
- Customer SuccessSaaS
Requirements
- 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.
- Track record leading teams responsible for customer adoption, value realization, retention, satisfaction, and growth.
- Understanding of strategic Customer Success and technical customer engagement, with the ability to coach across both disciplines.
- Experience with talent development, including 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 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.
Responsibilities
- Lead, coach, and develop Customer Success Managers and Technical Account Managers.
- Support team growth through one-on-ones, feedback, career planning, hiring, onboarding, and enablement.
- Build strong CSM–TAM partnerships and align teams on customer objectives, use cases, success criteria, and technical environments.
- Coach CSMs on strategic relationships, success planning, adoption, value realization, and lifecycle risks and opportunities.
- Coach TAMs on technical guidance, solution optimization, adoption, and risk mitigation.
- Monitor customer health and portfolio performance, and ensure risks and opportunities have clear action plans and ownership.
- Partner with Sales and Account Management on customer health, renewal readiness, account strategy, and growth opportunities.
- Set and evolve KPIs and performance expectations, using customer and operational data to guide priorities and resource allocation.
- Improve Customer Success and TAM programs, processes, playbooks, workflows, and service delivery.
- Partner with Support, Professional Services, Product, Engineering, and other teams to resolve customer needs and improve the customer journey.
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