Customer Success Manager, Mid-Market

3 weeks ago

Austin, Texas, United States LogicMonitor Full time
About Us

We're a company that's passionate about creating a work environment that's both enjoyable and productive. Our team is dedicated to upholding values such as trust, customer obsession, agility, and continuous improvement. These principles serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, empowering our employees to excel in their careers.

Job Summary

We're seeking a skilled Customer Success Manager to join our team in Austin, TX. As a key member of our organization, you'll be responsible for driving the product and partnership success of our customers. You'll work closely with our customers to understand their business goals and objectives, and provide guidance and support to ensure they're getting the most out of our platform.

Key Responsibilities
  • Adoption
    • Assist customers through our defined implementation and onboarding process
    • Provide initial training and support to new customers
    • Consult with customers to ensure they're getting value from our platform during the first 90 days
    • Shepherd customers through professional services engagements to ensure timely completion and active participation
    • Establish a regular meeting cadence with each assigned customer
    • Become a trusted advisor and advocate for our customers
  • Retention
    • Engage in proactive activities to meet quarterly objectives
    • Understand data center infrastructure technology and effectively communicate infrastructure and monitoring strategies
    • Identify potential issues and assist customers accordingly
    • Identify opportunities to provide value to customers and work with them to address issues
    • Conduct regular health checks to drive satisfaction, adoption, and retention
    • Work with our technical support team to understand customer issues and assist as an escalation point of contact
    • Provide ongoing support and availability to customers during critical situations and outages
    • Conduct regular business reviews to showcase our value and learn about customer goals and challenges
    • Encourage customer participation in our initiatives and work with our billing team to assist with past due balances
  • Expansion
    • Work with our sales team to ensure growth and expansion of our customers
    • Identify growth opportunities and forward leads to our account executive counterpart
    • Articulate growth plans, expectations, and successes
    • Grow and expand our long-term growth pipeline by understanding customer monitoring strategies and needs
    • Work with our solution architects to determine appropriate services and products for deployments and maintenance
Requirements
  • Bachelor's degree or equivalent in a technical discipline
  • 3+ years of experience in a client-facing role, managing accounts
  • Applicable knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
  • Comfortable presenting to administrative teams and management teams, including executives
  • Comfortable researching and collecting key business needs from customer base
  • Proficient in stepping into unfamiliar situations and de-escalating critical issues to ensure clients are positioned for success with limited managerial support

We're committed to fostering a culture of transparency and fairness, including our commitment to pay transparency. We provide comprehensive benefits, including health, dental, and vision coverage, generous parental leave policies, access to our Employee Assistance Program, and various Wellness programs. For more information on our benefits, please visit our careers page.

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