Customer Success Manager

Logically•Dublin, OH

12d•Remote

About The Position

Logically unifies IT operations and cybersecurity into a single, accountable operating model that reduces risk, accelerates response, and strengthens resilience across the systems businesses depend on. Our approach is cyber-first by design, embedding protection into every layer, from end user to edge to cloud. By combining AI-assisted monitoring with human-led expertise, we deliver faster insight, smarter decisions, and more effective outcomes without the complexity of siloed tools. For more than 20 years, Logically has partnered with mid-market and enterprise organizations to simplify complexity, reduce risk, and improve resilience, acting as a true extension of their teams with clear accountability and measurable outcomes. The Customer Success Manager (CSM) is a key role that drives growth and customer success within the base of current customers. The primary duty of the Customer Success Manager is to promote customer retention and loyalty and to ensure customer engagement with services and products remains high. The Customer Success Manager will effectively plan and prioritize a high volume of customer activities and requests to manage customer issues and requests. PLEASE NOTE: THIS ROLE DOES NOT CARRY A QUOTA.

Requirements

Associate’s degree in management, Information Technology, Computer Science or commensurate experience required.
1 year of experience in customer success, sales, or consulting capacity.
Familiarity with IT services such as Microsoft O365, Cloud, or Network Security is helpful; additional training will be provided.
Basic knowledge of CRM systems like Salesforce, ConnectWise, or Microsoft Dynamics is advantageous.
Solid understanding of cybersecurity or managed IT services, and how they relate to helping solve SMB, mid-market, and enterprise frustrations.
Experience working cross-functionally with an account team including both Account Managers and SMEs, providing account management support to assigned projects and service teams.
Ability to work in a team environment and demonstrate leadership, presentation, and planning ability, as well as verbal and written communication skills.
Business acumen; translating business requirements into related solutions.
Flexible and able to remain calm in times of stress while managing multiple priorities at one time.
Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations.
Sound problem-solving technique with ability and persistence to generate options and select the best solution.
Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders.
Ability to communicate effectively with customers and various levels of management both verbally and in written form.
Ability to manage multiple sales opportunities in a fast-paced environment.
Team player mentality and willingness to share knowledge with others.

Responsibilities

Assist in developing success plans and strategies for customers, with a focus on supporting long-term relationships and reducing customer churn.
Perform follow-up tasks as part of marketing campaigns, helping to ensure customer engagement and satisfaction.
Aim for high customer satisfaction scores, making sure customers are referenceable and receive annual NPS scores of >8.
Monitor customer agreements and help manage change requests and approvals as needed.
Maintain customer information and activity in CRM tools like Salesforce, ensuring accurate record-keeping and adherence to defined procedures.
Identify opportunities to expand product and service usage with existing customers and provide support in managing these opportunities.
Ensure customer contact information is updated and kept current in Salesforce and ConnectWise.
Organize monthly check-ins with regional service teams to align client needs and gather valuable feedback.
Collaborate with Marketing to develop customer appreciation initiatives and engagement activities.
Act as a customer advocate by collaborating with cross-functional teams such as Marketing, Sales, Product, Service, Finance, and Engineering to enhance processes and improve customer satisfaction and retention.
Assist with special projects as requested by leadership.