Senior Digital Customer Success Strategy Manager

LogicMonitor•Austin, TX

40d•Hybrid

About The Position

LM Envision, LogicMonitor's leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences. LogicMonitor has a layered approach to intelligence, where AI and Machine Learning is baked into every facet of the LM Envision platform to help IT teams improve efficiency, minimize alert fatigue, proactively predict trends, and maximize enterprise growth and transformation. 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! LogicMonitor is seeking a visionary and execution-focused Senior Digital Customer Success Strategy Manager that will operationalize a scalable, AI-powered engagement model that delivers measurable value across the entire Digital customer base-efficiently, proactively, and without reliance on high-touch engagement. This individual will own the success of our digital customers and be held accountable for all business outcomes, including NRR, GRR, CSAT and Value Realization. You must be a proven leader with a track record of building robust customer loyalty, who knows how to delight customers, and improve brand loyalty. You must be a person that can scale within a rapidly growing business. As an experienced leader, a successful candidate will know how to get things done by working collaboratively across departments (Product, R&D, Marketing, Support, and CX) and organizational boundaries. The Senior Digital Customer Success Strategy Manager is expected to manage the day to day activities of the Customer Success Engineers and Managers. This includes recruiting, leading, developing and motivating both technical and non-technical teams in various roles that support our diverse customer base in a matrixed environment. They will be responsible for driving success metrics and accountable to the business for delivering on (but not be limited to) improved NPS response rates, scores and feedback, customer retention and renewals rates, increased customer usage and adoption and whitespace/upsell rates. The Senior Digital Customer Success Strategy Manager must be comfortable interacting with employees and customers at all levels, including the executive and c-levels. The ideal candidate will be highly motivated and have a passion for customers, software technology and problem solving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit and enjoy helping others be successful, LogicMonitor may be a fit for you.

Requirements

Bachelor's degree in Business Administration, Computer Science, or related field; MBA desired.
8+ years in a Customer Success/Experience or Account Management (or similar) role with responsibility for delivering measurable Customer Success results.
3+ years in a leadership role for a high growth technology business. Enterprise software a plus.
Must possess a customer-centric mindset and have the ability to prioritize the customers' needs and manage to their expectations.
Familiarity with AI tooling, journey orchestration, and agentic models in CS.
Demonstrated success in cross-functional leadership across Product, Marketing, and R&D.
Excellent communication and executive stakeholder management skills.
Execution-focused mindset and ability to influence at executive and technical levels.
Strong Servant Leader mindset and motivational skills.
A proven leader who builds highly engaged teams, acts as mentor /coach to motivate and holds the team accountable to delivering an exceptional customer experience.
Strong attention to detail and superior organizational skills.
Ability to work in a fast-paced, results-oriented and team-oriented environment.
Deep understanding of value drivers in recurring revenue business models.
Self-motivated and comfortable with a willingness to roll up your sleeves to get the job done.

Nice To Haves

MBA desired.
Enterprise software a plus.

Responsibilities

Define and manage a KPI framework that demonstrates the impact of digital success programs on retention, NRR, product usage, and cost-to-serve. Embed value-based outcomes and success plans across segments, leveraging a standard outcome-based frameworks.
Report program performance and impact to executive stakeholders, steering committees, and cross-functional partners.
Drive Customer Success Outcomes - increased renewal rates and reduce churn, expand our revenue in accounts through cross-sell, influence future lifetime value through higher product adoption and drive new business growth through greater advocacy.
Own customer retention and strategies for long-term customer relationship management.
Define and Optimize the Customer Lifecycle.
Ensure smooth transitions and positive Customer Experiences from Sales to Support and renewal, including the ability to identify and act on opportunities to advocate for the customer.
Recruit, develop and lead the Customer Success Engineers and Managers, who serve as the voice of our customers and drive high levels of customer satisfaction.
Own escalations from customers and Account Teams and represent them amongst all levels of the business.
Responsible for measuring, managing, and improving customer health, engagement, and value realization to ensure that investments made achieve the planned results.
Effectively synthesize and communicate customer needs to other parts of the business, and act as a customer champion within the company.
Work collaboratively and influencing other departments to promote customer satisfaction success and implement solutions.