Digital Customer Success Manager
About The Position
Founded in 2016, LogRocket's goal is to make every experience on the web as perfect as possible. We're solving a huge challenge for product managers and developers - understanding the user experience. LogRocket is the first system that gives these teams complete visibility into their customer's experience using their web apps - through pixel-perfect replays of user sessions and clear insight into logs, errors, and network activity. We've already attracted an elite roster of over 3,000 customers including ClassPass, Capital One, Cisco, and Rippling, just to name a few. Our focus is on building software with care and craftsmanship and our engineering blog posts offer a taste of that. Backed by top investors such as Matrix Partners, Battery Ventures, and Delta-V Capital, we've raised $55M in funding, and we're eager to bring talented people onboard to support our growth. We're on a mission to improve society's experience with software and that's where you come in.
Requirements
- 1+ years experience in Sales or Sales Development, or Customer Success experience
- Ability to manage and maintain a high volume of customers
- You are a subject matter expert and expert in demonstrating, training, and helping clients get value from your solution
- Proactively act as an advisor to customers to ensure theyâre adopting, leveraging, and getting value from your solution through multiple champions across teams
- Experience partnering with Account Executives to expand relationships across teams and applications that grow revenue and expand executive relationships
- You have a strong track record of consistently achieving over goal
- A self-learner and self-starter, able to become a product expert and customer advocate by leading product and use case specific trainings.
- A strong communicator with excellent attention to detail
- Interested in getting a foot into the CS world with growth opportunities
- Love for start-ups is a must!
Responsibilities
- Own the relationship, adoption, and success for a book of customers at-scale, from onboarding through to renewal
- Consult with customers to understand their business, product, and application goals and confirm value delivery/ROI
- Be responsible for successfully onboarding new customers focused on their time to value for their priorities, projects and use cases
- Be responsible for being multi-threaded across teams and executives, executed through regular emails, monthly health-checks, QBRs and Executive Business Reviews
- Proactively monitor and take action to ensure broad team feature usage, positive health scores, and demonstrated value to achieve high retention rates and strong customer revenue growth
- Be the bridge and liaison between customer, product, and support to ensure customer tickets and feature requests are managed, communicated, and closed out appropriately
- Proactively manage retention, an upsell pipeline, and forecasts to exceed quarterly goals
- Keep internal CRM platforms up to date to ensure visibility across internal stakeholders
Benefits
- Extensive health, dental, vision benefits, 401k and commuter benefits
- Open vacation policy - we all work hard and take time for ourselves when we need it, no strings attached
- Three months of fully-paid parental leave to any employee welcoming a child into their home
- 401k and commuter benefits
- Generous stock options - we all get to own a piece of what weâre building
- Regular team outings and activities (from boat rides to paintball, weâll try anything!)
- Flexible working hours and location
- Monthly employee gifts
- For those in the office, catered lunches throughout the week and a fully stocked kitchen with all your favorite snacks (healthy & non-healthy)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
