Enterprise Customer Success Manager
About The Position
LogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise. Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the seventh year in a row! 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
Requirements
- 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 2-3 times per quarter
- Experience using AI tools to enhance productivity, innovation, or problem-solving.
Responsibilities
- 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
- 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)
- 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
Benefits
- 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 Lifestyle Spending Account, and an unlimited vacation policy.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
