Everbridge
Customer Success
About the job:
Full-time
Are you a seasoned leader with a passion for customer success, account management and professional services? Are you ready to lead a world-class team that drives customer satisfaction and ensures our customers achieve their desired outcomes? If so, Everbridge is looking for you to join our team as the Vice President of Customer Success. As the Vice President of Customer Success, you will be a key member of our leadership team, responsible for leading and scaling our global Customer Success organization. You will drive excellence in customer adoption, customer loyalty, oversee service delivery, and cultivate world-class services and account management teams.
What you’ll do;
Strategic Leadership: Develop and execute the global services and customer success strategy, aligning it with the company’s overall goals and objectives.
Team Management: Lead and mentor a high-performing team of customer success managers, account managers, and professional services professionals, fostering a culture of innovation, collaboration, and continuous improvement.
Customer Advocacy: Champion the voice of the customer within the organization, ensuring that customer feedback and needs are understood and integrated into product development and service enhancements. Drive customer success and satisfaction by ensuring exceptional service delivery, onboarding, and ongoing support.
Account Management: Oversee the account management function, ensuring that customer accounts are strategically managed, relationships are nurtured, and revenue growth opportunities are maximized.
Professional Services: Lead the professional services team in delivering exceptional implementation and consulting services, ensuring that customers derive maximum value from our solutions.
Customer Success Metrics: Define and track key customer success metrics, including customer satisfaction, retention rates, and revenue expansion. Implement processes to drive continuous improvement.
Cross-functional Collaboration: Collaborate closely with sales, marketing, product development, and support teams to ensure a seamless customer experience across all touchpoints.
Develop and manage the budget for the global services and account management organization, optimizing resource allocation.
What you’ll bring;
Bachelor’s degree in a relevant field (master’s degree preferred).
Proven track record of building and leading high-performing account management and customer success teams.
Strong strategic thinking, problem-solving, and decision-making abilities.
10+ years of progressive leadership experience in Customer Success roles, primarily within the SaaS industry.
3+ years in sales, sales management, business operations, sales operations and professional service preferred.
Strong strategic thinking and leadership skills.
Excellent communication and interpersonal skills.
Ability to build and maintain strong customer relationships.
The reasonably estimated salary for this role at Everbridge ranges from $174,400 – 240,000 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, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.