New

Senior Technical Customer Success Manager

Everbridge
paid time off, 401(k)
United States, Massachusetts, Burlington
25 Corporate Drive (Show on map)
May 07, 2025
We're looking for a Technical Customer Success Manager (CSM) to join our team and deliver exceptional post-implementation experiences for our customers. This role is a critical bridge between the initial go-live and long-term success, focused on helping customers adopt and expand their use of our solution over a dedicated 3-month engagement period. As a CSM, your primary focus will be to work with approximately 30 customers per month, each recently completing their implementation. Your goal will be to ensure customers reach their first use case objective-quickly, confidently, and with measurable success. From there, you'll guide them to maximize the full potential of the platform by exploring additional features, functionality, and strategic expansion opportunities. In addition to these proactive engagements, you'll also support customers by addressing adoption-related issues submitted through our Customer Success ticket queue-helping unblock users and provide timely, solution-focused guidance. You'll become a product expert and a trusted advisor, collaborating closely with our Account Management, Implementation, Technical Support, Technical Account Management, and Product teams to deliver a unified and value-driven customer experience. What you'll do Engage with new post-implementation customers to drive early success and product adoption during their first 90 days. Assess each customer's progress toward their initial use case and help course-correct when needed to ensure objectives are met. Identify opportunities to expand customer usage across the solution's full capabilities. Serve as a technical advisor, deepening customer understanding of key features, configurations, and best practices. Coordinate cross-functional resources to support customer needs, resolve issues, and align on strategic initiatives. Maintain high-quality touchpoints and manage a large portfolio of customers effectively (~30 per month). Track and report on customer milestones, risks, and progress toward success goals. Provide feedback to internal teams on product improvements, common challenges, and customer insights. Develop technical and business subject matter expertise in 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 designated strategic solution to help support the business' net and growth retention goals Collaborate with Account Managers on account planning, solving client business problems, mitigating any risks with customers, and ways to grow client relationships Perform customer "Health Checks," including deployment progress against documented success criteria; develop and present findings/recommendations to customer to drive deeper and broader adoption Communicate "voice of the customer" feedback to management and help drive strategic initiatives and program improvement, to include coordination with Product on RFE roadmap What you'll bring: 3+ years of experience in a SaaS customer-facing technical role such as Customer Success, Technical Account Management, Implementation, or a similar capacity with a focus on solution evangelism and adoption. Strong technical acumen with the ability to quickly understand complex solutions and workflows, and effectively demonstrate the product in the context of each customer's unique goals and ROI. Exceptional communication skills, both written and verbal, with the ability to translate technical concepts into customer-friendly guidance and present confidently at all levels-including Executive/C-level audiences. Proven ability to manage a high volume of engagements simultaneously, demonstrating excellent time management, prioritization, and organizational skills in dynamic, fast-paced environments. Customer-first mindset with a proactive, solutions-oriented approach to problem-solving and helping customers unlock value from the platform. Collaborative and adaptable team player with experience working cross-functionally across Product, Support, Sales, and other internal stakeholders to deliver unified, value-driven outcomes. Resilient and self-motivated, with a high degree of integrity, accountability, and the ability to work independently while managing multiple priorities and shifting needs. Strong interpersonal skills, empathy, and professionalism, with the ability to build trust with both customers and teammates-even in challenging or high-pressure situations. Bachelor's degree in Computer Sciences, Public Safety, Emergency Management or a related field. The reasonably estimated salary for this role at Everbridge ranges from $94,000 - $138,000 and may also include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Everbridge offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, disability income benefits, life and AD&D insurance, a 401(k) plan and match, paid time off, and fitness reimbursements. Fair Chance Statement US & Canada We are committed to providing equal employment opportunities in compliance with all applicable Federal, Provincial/State and Local laws, including the California Fair Chance Act and any local County Fair Chance Ordinance (or local equivalent). Pursuant to these and other relevant regulations, we consider qualified applicants with criminal histories in a manner consistent with the law. For roles subject to background checks, the following material job duties may be affected by an applicant's criminal history: - Access to sensitive or confidential information, such as financial records, proprietary data, or client information. - Management of cash, company funds, or other valuable assets. - Work in environments requiring heightened security measures. - Compliance with contractual or regulatory requirements specific to the position. We evaluate each applicant's criminal history individually, considering its nature, timing, and relevance to the specific job duties, while maintaining our commitment to fair hiring practices and promoting workplace equity. About Everbridge Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover stronger from critical events. In today's unpredictable world, resilient organizations minimize impact to people and operations, absorb stress, and return to productivity faster when deploying critical event management (CEM) technology. Everbridge digitizes organizational resilience by combining intelligent automation with the industry's most comprehensive risk data to Keep People Safe and Organizations Running. For more information, visit www.everbridge.com , read the company blog, and follow on Twitter. Everbridge... Empowering Resilience Everbridge is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, creed, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.