Customer Success Manager, EMEA


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Everbridge is seeking a Customer Success Manager (CSM) to join our Global Account Management and Customer Success Organization. This role will be based in London.
This is a key role 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 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.”

What you will do:

  • Develop technical and business subject matter expertise in xMatters and Everbridge use cases and products
  • Own the adoption, advocacy, and success of designated strategic solution to help support the business’ 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 customer to drive deeper and broader adoption
  • Generate unique solutions for customers who struggle with traditional configuration.
  • Identify upsell and cross-sell opportunities within named accounts through success-centric outreach, and pass to 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.

What you will bring:

  • Minimum 5 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, DevOps, MIM or CEM space)
  • Strong experience in technical account management for large organizations
  • Ability to understand and demonstrate technical aspects of the product as related to the customers’ “why”; provide ideas and solutions to help customers optimize use/adoption and gain measurable ROI
  • Self-starter with a proven track record of driving retention, growth and customer-first results in a complex software environment
  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner, both internally and externally
  • Excellent organizational skills and situational fluency, including the ability to prioritize and multi-task activities across many customers at once, and to pivot/re-prioritize depending on evolving world events
  • Superior communications skills and demonstrated ability to communicate/present effectively at all levels of the organization, including Executive/C-level
  • Ability to work independently with a high degree of integrity and accountability
  • Ability to thrive in fast-paced environments with the ability to multi-task and juggle several priorities with tight deadlines simultaneously.
  • Thick-skinned, resilient, customer-focused professional who can “dig in” to build trust and credibility with both customers and internal stakeholders; someone who puts the team and the customers before themselves 
  • Bachelor’s degree in IT or another related field

Bonus if:

  • Understand Business Continuity or Emergency Management practices
  • Can articulate value in terms of market processes and philosophies (Agile, DevOps, CI/CD, ITIL, NOC SRE, MIM)
  • Experience or training in web-based software application implementations
  • Technical experience in agile deployment processes; CI/CD development processes; SaaS/cloud environments; REST Web Services; Java/JavaScript (any programming experience accepted - hacker skill level); ITIL/MIM/NOC/Incident processes; and, Ops Monitoring processes
  • Experience/understanding/ability to embrace and leverage SFDC, Gainsight or Totango, Pendo, and other tools to track/measure adoption and value realization
Bridger Culture: 
At Everbridge, we have a mission that matters – to keep people safe and businesses running during critical events. Our “Bridgers” join Everbridge to make a positive impact on the world through their work. The core of our company culture is built around making a difference. Our people are dedicated to solving problems during difficult times and challenging situations as our software was built to save lives. We are a rapidly growing organization transforming the field of critical event management and need passionate, committed and determined individuals to help us carry out our mission. Our environment is dynamic, and our culture is constantly evolving and expanding in order to provide the best employee experience. Click here to learn more about what we do. Passionate about our mission? Want to #BeTheBridge? Apply to be a part of our team today! 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.
Job region(s): Europe
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