Enterprise Customer Success Manager

Customer Success ManagerLogicMonitor® 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.Here's a closer look at this key role:Adoption Assist accounts through defined implementation and on boarding processProvide initial basic training to new accountsConsult during the on-boarding process as to best practices and ensure clients receive value from LogicMonitor during the first 90 daysShepherd clients through professional services engagements ensuring their active participation and timely completion of all projectsFormulate ongoing meeting cadence with each assigned accountBecome the customer's trusted advisor, and advocate inside of LogicMonitorRetention Engage in prescribed proactive activities, meeting quarterly objectivesUnderstand data center infrastructure technology, and effectively articulate infrastructure and monitoring strategiesIdentify possible issues inside of your account base, and assist accordinglyIdentify proactive opportunities to work with and provide "value" to your customersAddress customer experience issues prior to the issues creating a churn riskConstantly assess "health checks" for your customers to drive satisfaction, adoption, retention, and reduce churnWork with Technical Support to understand your customer's issue, and assist as an escalation point of contactProvide constant-availability to your customer set during critical situations and outagesConduct regular business reviews within your accounts showcasing LogicMonitor's value and learning about clients goals and challengesEncourage customer participation in LogicMonitor initiatives. (example: Webinars, Roadshows, Product Feedback)Expansion Coordinate with sales account executives to ensure the growth and expansion of your accountsIdentify growth opportunities within your accounts and forward leads to account executive counterpartArticulate growth plans, expectations, and successesGrow and expand the long term growth pipeline within your accounts by understanding your customer's monitoring strategy and needsWork with LogicMonitor's Solution Architects to determine appropriate services products for deployments and maintenanceWork with the billing team to assist with the remediation of past due balancesWhat You'll Need:Bachelor's Degree preferred, with a preference for technical degrees such as computer science or computer information systems5+ 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 supportExperience in developing all-inclusive success plans to help drive LM alignment with customer's overall business objectivesThe ability to work in a fast-paced dynamic environment during tremendous growthWillingness to travel 1-2 times per quarterLogicMonitor is an Equal Opportunity Employer At LogicMonitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective. We're committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best.For us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed. We don't just open doors; we invite you to step through and be part of something bigger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Work Authorization: At this time, we are able to consider candidates who are authorized to work in the United States on a full-time, permanent basis without requiring new or initial employer-sponsored work authorization. Candidates who currently hold valid U.S. work authorization that can be transferred to a new employer (such as certain H-1B statuses) may be considered on a case-by-case basis. We are not able to provide new sponsorship for employment-based visas that require an initial petition or application by the employer.Compensation packages at LogicMonitor for eligible roles include base salary, a variable plan depending on role, along with comprehensive benefits. The range displayed on each job posting reflects the minimum and maximum base salary target for new hires in the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. As part of our holistic compensation philosophy, your package will also include, but is not limited to: Comprehensive health, dental and vision coverage, generous parental leave policies, access to our Employee Assistance Program and various Wellness programs, a 401K with company matching, a Lifestyle Spending Account, and an unlimited vacation policy. For more information on our benefits, see our careers page.The Base Salary range for this role is: $76,650 —$96,000 USD