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.”
