Manager, Customer Success

LogicGate

15d•$115,000 - $140,000•Hybrid

About The Position

LogicGate® is a global leader in Governance, Risk, and Compliance (GRC) solutions, with a mission to deliver the software and capabilities enterprises and their people need to understand and manage their risks and transform them into strategic opportunities. Built by experts, our award-winning Risk Cloud® delivers over 40 purpose-driven solutions on a unified, modern cloud platform for connected, holistic risk and compliance management to scale with and meet the evolving risk landscape and organizational needs. 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 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.

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.
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.
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.

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.
Industry Knowledge: Previous experience in GRC, Cybersecurity, or a similarly complex technical domain is highly preferred.

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.