The Role
The Senior Technical Customer Success Manager drives customer success through adoption and advocacy of strategic products, collaborating with cross-functional teams to enhance customer satisfaction and retention.
Summary Generated by Built In
The Senior Technical Customer Success Manager is a high-impact technical expert within Everbridge’s Global Account Management and Customer Success Organization, focused on the xMatters platform. This role blends deep technical expertise with strategic execution to drive product adoption, platform optimization, and measurable business outcomes for key xMatters customers.
You’ll serve as a technical and trusted advisor, guiding customers through complex integrations and operational transformation. Your success will be defined by how effectively you drive adoption, influence product expansion, and ensure long-term customer retention and growth.
What you'll do:
- Technical and Product Advocacy
- Serve as a technical subject matter expert (SME) on the xMatters platform.
- Advise customers on solution design, integration, and best practices for platform configuration, automation, and scalability.
- Translate complex technical requirements into actionable deployment and adoption strategies.
- Collaborate with cross-functional teams to resolve technical challenges and influence roadmap priorities.
- Partner with the Account Team to collaborate and align solution capabilities with the customer’s business and operational objectives.
- Lead actionable strategic deep dives, account reviews, and health assessments to ensure optimal platform performance.
- Drive measurable adoption programs that deliver tangible results and operational resilience.
- Ensure timely completion of follow-up tasks, clear documentation of meeting outcomes and next steps, and accurate record-keeping within the defined Customer Success processes and systems.
- Monitor key performance metrics and proactively identify risks to customer success or identify strategic or creative ways to improve MTTR.
- Manage critical escalations with a balance of technical precision and executive communication.
- Champion process improvements and automation opportunities to strengthen customer outcomes.
- Develop technical best practices, documentation, and enablement content for both customers and internal teams.
Strategic Customer Engagement
Operational Excellence
What you'll bring:
- 5+ years of experience in Technical Customer Success, Solution Architecture, Technical Account Management, Sales Engineering, or Consultant roles within enterprise SaaS or mission-critical systems.
- Technical experience in agile deployment processes; CI/CD development processes; SaaS/cloud environments; REST Web Services; Java/JavaScript (any programming experience accepted); ITIL/MIM/NOC/Incident processes; and Ops Monitoring processes.
- Solid understanding of cloud architectures and enterprise IT ecosystems (SSO, monitoring, incident management).
- Experience guiding customers through product adoption and value realization.
- Strategic mindset, able to bridge business goals with technical solutions and influence at multiple levels.
- Exceptional problem-solving, communication, and project management skills.
The reasonably estimated salary for this role at Everbridge ranges from $88,000 - $140,000 CAD 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 care, mental health benefits, disability income benefits, life and AD&D insurance, retirement savings plan with employer match, and paid time off.
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.
Top Skills
Ci/Cd
Incident Processes
Itil
Java
JavaScript
Mim
Noc
Rest Web Services
SaaS
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The Company
What We Do
Keeping People Safe and Businesses Running. Faster.
Everbridge, Inc. (NASDAQ: EVBG) is a global software company that provides enterprise software applications that automate and accelerate organizations’ operational response to critical events in order to Keep People Safe and Businesses Running™. During public safety threats such as active shooter situations, terrorist attacks or severe weather conditions, as well as critical business events including IT outages, cyber-attacks or other incidents such as product recalls or supply-chain interruptions, over 5,300 global customers rely on the company’s Critical Event Management Platform to quickly and reliably aggregate and assess threat data, locate people at risk and responders able to assist, automate the execution of pre-defined communications processes through the secure delivery to over 100 different communication devices, and track progress on executing response plans.
