Senior Customer Success Manager

4 weeks ago

Remote, Oregon, United States LogicManager Full time

About LogicManager:

LogicManager stands out as a leader in Risk Management Software, earning recognition from industry leaders like Gartner and Forrester Industry Analysts for our innovative solutions. From navigating the See-Through Economy to championing Environmental, Social, and Governance (ESG) practices, our software empowers global organizations to uphold their reputations and protect stakeholders.

Acknowledged in Deloitte's Fast 500, we are a dynamic tech firm fostering an environment that supports internal growth. We take pride in being designated as a Great Place to Work, a testament to our commitment to creating an exceptional workplace. As a remote work environment, we prioritize work-life balance, transparency, and collaboration. Our innovative approach to customer satisfaction, recognized as a competitive advantage in our customer-centric Go-To-Market (GTM) strategy, sets us apart.

About This Opportunity:

At LogicManager, ensuring an exceptional customer experience is one of our top priorities, and our Customer Success Team is pivotal to achieving this goal. As a Customer Success Manager, you'll be a key player in our mission to drive both LogicManager's and our customers' success and expansion. Your primary focus will be nurturing and expanding customer programs and renewals. This includes identifying expansion opportunities, conducting product demonstrations and proofs of concept, and facilitating regular business reviews. Assigned a dedicated portfolio of customers, you'll sustain these relationships beyond the onboarding phase, proactively addressing challenges, ensuring the adoption of innovative product enhancements, and collaborating closely with customer leadership to achieve their specific goals. To excel in this role, you'll need a growth mindset, outstanding communication skills, and the ability to clearly articulate how LogicManager's solutions align with our customers' business aspirations.

What You'll Do

  • LogicManager Solutions: Acquire proficiency in LogicManager risk-based ERM solutions, understanding their application in various customer programs to conduct solution demonstrations and support proof of concepts and trials.
  • Customer Portfolio Management: Oversee a portfolio of assigned accounts, proactively managing renewals, upselling, and cross-selling initiatives.
  • Supportive Post-Onboarding Assistance: Ensure customers are engaged effectively in utilizing LogicManager in their day-to-day operations post-onboarding.
  • Collaborative Retention Strategies: Collaborate with the Advisory team to devise and implement effective customer retention strategies.
  • Industry Insights and Value Demonstration: Engage customer leadership in meaningful business reviews by sharing insights into industry trends and assisting in showcasing business value. Liaise with RevOps, Product Management and Marketing to ensure effective customer communications for product adoption.
  • Advocate for Customer Needs: Be an advocate for customers, offering insights for product development and enhancements and risk management best practices.
  • Diverse Client Interaction: Confidently engage with corporations of varying sizes, job functions, and industries.
  • Industry Insights and Value Demonstration: Offer organizations insights into industry trends and assist in showcasing business value to senior management.
  • Churn Mitigation and Action Planning: Identify churn risks, escalate concerns, and create action plans to mitigate customer churn.
  • Expansion Consultation: Strategically consult and facilitate expansion opportunities for customers by engaging existing solutions to connect with other business areas.
  • Career Growth and Company Culture Engagement: Seize opportunities for career development by actively engaging in LogicManager's vibrant culture.

About You And What Skills You'll Need

  • Experience: 4-7 years of customer-facing experience with exposure to full-lifecycle customer success.
  • Education: Bachelor's degree.
  • Technical Skills: Proficiency in Microsoft Office Suite, including Excel.
  • Core Competencies: Proven experience engaging with C-suite executives, coupled with robust communication, problem-solving abilities, critical reasoning, and a positive, collaborative attitude.
  • Work Eligibility: Authorized to work in the US (sponsorship not available).

Nice-to-Haves (preferred but not required):

Experience in Business Development and/or Account Management.

What Sets LogicManager Apart?

Award-Winning Community: Our commitment to a vibrant, collaborative, and mission-driven culture has earned us the certification of a Great Place to Work each year since 2016. As LogicManager flourishes, we're dedicated to nurturing its inherent culture. We aim to attract those who feel the same way about building a community rooted in mutual trust, respect, integrity, kindness, and fairness.

Great Benefits & Perks: We believe in supporting our employees with benefits that matter, which is why we offer competitive salaries, benefits, paid vacation, and more. We also celebrate our successes with frequent company-sponsored activities and events.

Remote Flexibility: We believe in the quality of work over its location, fully supporting and offering a remote work experience to our team.

Global Presence: We serve our growing base of customers throughout North America (AMER), Europe, the Middle East and Africa (EMEA), and Asia Pacific (APAC).

Please note: You must be authorized to work in the US, as we currently cannot provide sponsorship.

LogicManager is committed to being an equal opportunity employer. We celebrate and support diversity, and work every day to create an inclusive work environment that represents the world that we live in.

By submitting your application, you agree that LogicManager may collect your personal data for recruiting and related purposes.

LogicManager's Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over LogicManager's use of your personal information.

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