Enterprise Customer Success Manager

LogicMonitor•Austin, TX

1d•$76,650 - $96,000•Hybrid

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.

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 1-2 times per quarter

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