Customer Success Manager

The Customer Success Manager is a key technical role within the Global Account Management and Customer Success Organization, focused on driving adoption, advocacy and success of designated strategic product/solution/key customers within the Everbridge and xMatters install base, ultimately leading to the achievement of retention and growth targets.

As part of the Account Management team, CSMs are responsible for adoption and value realization, customer satisfaction and success, and the ultimate retention of assigned key customers within strategic product segments. CSM's work cross-functionally within the organization as a "voice of the customer" to influence continued product enhancements or other blockers that hinder strategic product adoption and success.

As technical Subject Matter Experts (SMEs) of their assigned product/industry/solution, they serve as a partner for Account Managers and help to curate and instill best practices, exhibit thought leadership, and drive programs centered on solution adoption and long-term success. The CSM also serves as a strategic escalation resource to help project manage key, at‑risk customers, and plays a critical part of the Everbridge world‑class customer experience by establishing "Customers for Life."

• 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

• 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, Dev Ops, MIM or CEM space)
• Strong experience in technical account management for large organizations
• Ability to understand and demonstrate technical aspects of the product…