Customer Success Manager

Boston or NYCCustomer Success /Full Time /HybridAbout LogRocketFounded in 2016, LogRocket's goal is to make every experience on the web as perfect as possible. We're solving a huge challenge for product managers and developers - understanding the user experience. LogRocket is the first system that gives these teams complete visibility into their customer's experience using their web apps - through pixel-perfect replays of user sessions and clear insight into logs, errors, and network activity. We've already attracted an elite roster of over 3,000 customers including ClassPass, Capital One, Cisco, and Rippling, just to name a few. Our focus is on building software with care and craftsmanship and our engineering blog posts offer a taste of that.Backed by top investors such as Matrix Partners, Battery Ventures, and Delta-V Capital, we've raised $55M in funding, and we're eager to bring talented people onboard to support our growth. We're on a mission to improve society's experience with software and that's where you come in.Qualifications1-2+ years experience in product management and/or data analytics roleExperience with customer support, technical customer support, or solution engineering desiredExperience in building and/or supporting customer retention, churn, and upsellsAbility to work with key champions, build relationships and uncover potential areas of expansionSelf-learner and self-starter, able to become a product expert and customer advocateStrong organizational skills and detail-oriented skills neededExcellent written and verbal skills (you will be leading calls with Executives and other key stakeholders)Demonstrated ability to communicate both technical and business conceptsDrive long-term customer adoption through scalable onboarding with multiple departments and use casesProven track record of managing successful cross-functional programs that drive customer successAbility to work cross-departmentally with internal teams such as sales, product, and supportTechnology industry experience preferredLove for start-ups is a must!ResponsibilitiesCustomer Success Managers own the relationship, adoption and success for a book of customers, from onboarding through to renewalConsult with customers to understand their business, product, and application goals and confirm value delivery/ROIYou’ll help define strategy to deliver maximum value through the LogRocket platform and partnershipYou’ll be responsible for successfully onboarding new customers focused on their time to value for their priorities, projects and use casesThe CSM is responsible for being multi-threaded across teams and executives, executed through regular emails, informal weekly calls, monthly health-checks, QBRs & Executive Business ReviewsThe CSM proactively monitors and takes action to ensure broad team feature usage, positive health scores, and demonstrated value, to achieve high retention rates, and strong customer revenue growthCSMs keep account plans to white-space and uncover upsell opportunities in their accounts. For assigned customers, CSM also collaborate with LogRocket Account Managers to extend the use of LogRocket to new teams and applications to increase ARR.CSMs are the bridge and liaison between customer, product and support to ensure customer tickets and feature requests are managed, communicated, and closed out appropriatelyYou’ll be responsible for proactively managing retention and upsell pipeline and forecasts to exceed quarterly goals, keeping internal CRM platforms up to dateBenefits & PerksExtensive health, dental, vision benefits, 401k and commuter benefitsOpen vacation policy - we all work hard and take time for ourselves when we need it, no strings attachedThree months of fully-paid parental leave to any employee welcoming a child into their home401k and commuter benefitsGenerous stock options - we all get to own a piece of what we’re buildingRegular team outings and activities (from boat rides to paintball, we’ll try anything!)Flexible working hours and locationMonthly employee giftsFor those in the office, catered lunches throughout the week and a fully stocked kitchen with all your favorite snacks (healthy & non-healthy)$105,000 - $175,000 a yearThis range is intended to provide a guideline for our typical compensation and may be modified based on location or experience of our finalist candidate. Ranges are broad based on the fact that we hire at various levels of experience for these positions.Even if you don’t meet all of the listed requirements, we still encourage you to apply. We believe learning is a vital component of success in any role here at LogRocket, and we’re happy to chat with folks from non-traditional backgrounds for our open roles.LogRocket is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.LogRocket will consider sponsoring visas for applicants in the US that need work authorization.