Customer Success Manager, Enterprise

About Us:  

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

The Customer Success Manager is responsible for the product and partnership success of the LogicMonitor customer.

Through collaboration, you will coach customers to achieve their business goals and maximize value from their investment in the LogicMonitor platform. You will interact with customers regularly to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. The CSM is responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy. The CSM is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executives, and other cross-functional teams, focused on helping our customers achieve their business goals.

Here's a closer look at this key role:

• Adoption
  • Assist accounts through defined implementation and on boarding process
  • Provide initial basic training to new accounts
  • Consult during the on-boarding process as to best practices and ensure clients receive value from LogicMonitor during the first 90 days
  • Shepherd clients through professional services engagements ensuring their active participation and timely completion of all projects
  • Formulate ongoing meeting cadence with each assigned account
  • Become the customer's trusted advisor, and advocate inside of LogicMonitor
• Retention
  • Engage in prescribed proactive activities, meeting quarterly objectives
  • Understand data center infrastructure technology, and effectively articulate infrastructure and monitoring strategies
  • Identify possible issues inside of your account base, and assist accordingly
  • Identify proactive opportunities to work with and provide "value" to your customers
  • Address customer experience issues prior to the issues creating a churn risk
  • Constantly assess "health checks" for your customers to drive satisfaction, adoption, retention, and reduce churn
  • Work with Technical Support to understand your customer's issue, and assist as an escalation point of contact
  • Provide constant-availability to your customer set during critical situations and outages
  • Conduct regular business reviews within your accounts showcasing LogicMonitor's value and learning about clients goals and challenges
  • Encourage customer participation in LogicMonitor initiatives.  (example: Webinars, Roadshows, Product Feedback)
• Expansion
  • Coordinate with sales account executives to ensure the growth and expansion of your accounts
  • Identify growth opportunities within your accounts and forward leads to account executive counterpart
  • Articulate growth plans, expectations, and successes
  • Grow and expand the long term growth pipeline within your accounts by understanding your customer's monitoring strategy and needs
  • Work with LogicMonitor's Solution Architects to determine appropriate services products for deployments and maintenance
  • Work with the billing team to assist with the remediation of past due balances

• Bachelor's Degree preferred, with a preference for technical degrees such as computer science or computer information systems
• 5+ years' experience in account management, customer success, customer support, or technical product training and value articulation with a preference at a SaaS company (IT)
• Intermediate-level knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
• Experienced in stepping into unfamiliar situations, de-escalating critical issues, ensuring clients are positioned for success with minimal managerial support
• Experience in developing all-inclusive success plans to help drive LM alignment with customer's overall business objectives
• The ability to work in a fast-paced dynamic environment during tremendous growth
• Willingness to travel 1-2 times per quarter
  

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Anticipated Application Close Date: 01/03/25

LogicMonitor is an Equal Opportunity Employer
At LogicMonitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective. We're committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best.

For us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed. We don't just open doors; we invite you to step through and be part of something bigger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

LogicMonitor is dedicated to fostering a culture of transparency and fairness, including our commitment to pay transparency. We provide the base salary ranges for all positions posted within the United States. 

Compensation packages at LogicMonitor for eligible roles include base salary, a variable plan depending on role, along with comprehensive benefits. The range displayed on each job posting reflects the minimum and maximum base salary target for new hires in the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. LogicMonitor employees in eligible roles are also granted equity based compensation, subject to Board of Director approval. As part of our holistic compensation philosophy, your package will also include, but is not limited to: Comprehensive health, dental and vision coverage, generous parental leave policies, access to our Employee Assistance Program and various Wellness programs, a 401K with company matching, a learning and development stipend, and an unlimited vacation policy. For more information on our benefits, see our careers page.

Our goal is to ensure an accessible and inclusive experience for every candidate.

If you need a reasonable accommodation during the application or interview process under applicable local law, please submit a request via this Accommodation Request Form.

Know your rights: workplace discrimination is illegal. Please click here to review LogicMonitor's U.S. Pay Transparency Nondiscrimination Provision.