Manager, Customer Success (Bellevue, WA / Chicago, IL)
About The Position
LogicGate is hiring a Manager of Customer Success to lead and develop a high-performing team while providing strategic oversight of a client portfolio. The role focuses on coaching Customer Success Managers to manage complex enterprise renewals, mitigate churn risks, and help clients maximize business value from Risk Cloud, LogicGate’s AI GRC platform. The manager will lead team members across the United States and United Kingdom and maintain accountability for team retention, renewals, and expansion performance. The position is classified as hybrid and based at LogicGate’s Chicago headquarters or Bellevue office. The role requires up to 50% travel for customer relationships, strategic account engagement, and collaboration with internal stakeholders. In-office availability is expected as needed, which may include recurring in-office days.
Requirements
- At least 5 years of experience in customer success, account management, or another enterprise client-facing role in B2B SaaS.
- At least 2 years of formal people management or dedicated team leadership, with direct accountability for team retention, forecasting, and coaching outcomes.
- Experience in a highly configurable low-code/no-code SaaS environment serving risk, compliance, or security practitioners.
- Demonstrated ability and passion for developing individual contributors through regular feedback, career pathing, and performance management.
- Exceptional communication and presentation skills, and the ability to collaborate across Sales, Product, and Services to manage risks involving multiple enterprise stakeholders.
- Deep knowledge and experience working with large enterprises to deliver business outcomes and drive customer success.
Nice To Haves
- Hands-on familiarity with customer success management platforms such as Planhat or Salesforce, and comfort using Google Suite and Slack.
- Strong knowledge of GRC, risk management, or compliance sufficient to guide account strategy and serve as a subject-matter resource.
- Curiosity about using generative AI tools to optimize documentation, asset creation, or team workflows.
Responsibilities
- Lead, mentor, and develop Customer Success Managers across the United States and United Kingdom, including career development conversations, performance management, and building commercial and GRC expertise.
- Own team-level renewal, retention, and expansion metrics; track the team's book of business and forecasts, and support proactive retention efforts for at-risk accounts.
- Provide leadership support for escalated and complex customer situations, including multi-threaded enterprise accounts and executive-level commercial conversations.
- Develop, maintain, and scale Customer Success standards, operational playbooks, and customer retention strategies.
- Cascade company and department objectives using the OKR framework and work with direct reports to establish, review, and measure business targets and individual growth areas in Lattice.
- Collaborate with Sales, Implementation Services, and Product to improve customer handoffs, deliver Executive Business Reviews, and share product feedback.
- Coach the team on advising customers about Risk Cloud AI capabilities and automated workflows, and encourage generative AI use to improve workflows, documentation, and internal efficiency.
- Participate in the employee lifecycle by refining role scopes, interviewing talent, and making leveling and compensation recommendations.
Benefits
- Variable compensation and equity options.
- Health, wellness, and lifestyle benefits tailored to the employee's region.
- Generous paid time off and annual company holidays.
- Structured mentorship, leadership training, and premium learning platforms.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
