Manager, Customer Success (Chicago)
About The Position
LogicGate® is the leading AI GRC platform for the Enterprise, helping governance, risk, and compliance teams limit surprises, strengthen resilience, augment program performance, and confidently quantify impact and business value. Built to provide a centralized view of risk and compliance, with AI intelligence woven into the platform's core, LogicGate delivers real-time insights and actionable data to help drive current business decisions, with the flexibility to scale alongside evolving business needs. Recognized as a Leader in the GRC Market, LogicGate continues to further solidify its position as a best-in-class platform. At LogicGate, our people are the foundation of everything we do. We are committed to delivering an exceptional experience for our employees and our customers by empowering and enabling our people to take ownership, make an impact, and deliver their best work. The Role (Hybrid Role based in Chicago) We are looking for a Manager, Customer Success to help lead our Customer Success Management (CSM) team. In this role, you will lead, coach, and scale a team of Customer Success Managers. You will be responsible for the health, retention, and growth of our Mid-Market and International segments. We are looking to you to bridge the gap between high-level strategy and tactical execution, ensuring your team has the tools and expertise to help our customers navigate the complexities of GRC, and translate those into solutions in Risk Cloud. This is a highly cross-functional role that will partner closely with Sales, Implementation, Marketing, and Product teams to ensure our customers achieve measurable outcomes and success with Risk Cloud. This is a hybrid role based in our Corporate Headquarters in Chicago, IL.
Requirements
- Experience: 5+ years in Customer Success within the SaaS industry; at least 2 years in a formal leadership or team-lead capacity.
- Industry Knowledge: Previous experience in GRC, Cybersecurity, or a similarly complex technical domain is highly preferred.
- Data-Driven: Proficient in CS tools (e.g., Planhat) and Salesforce to track health scores and forecast renewals, churn, and expansion.
- Communication: Ability to explain complex risk management concepts to both technical admins and C-suite stakeholders.
- Role must be based in Chicago
Nice To Haves
- Global Mindset: Experience managing or working with international accounts (EMEA/APAC) and understanding the complexities of global compliance standards (GDPR, ISO, etc.) is preferred but not required.
Responsibilities
- Team Leadership & Coaching: Manage a team of CSMs, providing consistent 1:1 coaching, professional development, and performance management.
- Operational Excellence: Refine the customer journey for mid-market and international accounts, focusing on scalable engagement models that drive measurable customer outcomes.
- Retention & Growth: Own the expansion and Gross Dollar Retention (GDR) targets for your segment. Partner closely with Sales to identify expansion opportunities.
- International Strategy: Act as the subject matter expert for our international book of business, understanding regional nuances in GRC regulations.
- Cross-Functional Advocacy: Serve as the "Voice of the Customer" to our Product and Engineering teams to influence the roadmap based on customer segment needs.
- Escalation Management: Serve as a senior point of contact for your team’s accounts, helping to resolve complex issues and reinforce the strategic partnership.
Benefits
- We are proud to offer a variety of competitive, inclusive, and comprehensive total rewards that are designed to support the unique needs of our employees both inside and outside of the workplace.
- In addition to offering competitive salary and variable compensation plans, equity options, and flexible health and wellness benefits, we are proud to offer generous PTO, Annual Company Holidays, Health Days, and Summer Fridays.
- Employees' growth and development are supported throughout their career journey through informal and formal programs and activities, including access to LinkedIn Learning, regular People Leader training, and our internal Mentorship Program.
- LogicGate also believes strongly in giving back to the communities in which we live and work. To enable our teams to give back, we offer paid volunteer hours and company-wide charitable activities supporting a variety of organizations and causes.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
101-250 employees
