Senior Customer Success Manager
Confirmed live in the last 24 hours

1,001-5,000 employees

Comprehensive infrastructure monitoring for predictive insights
Company Overview
LogicMonitor stands out as a leader in the tech industry due to its comprehensive monitoring capabilities, from on-premises to the cloud, ensuring smooth business operations across various sectors. The company's commitment to customer empowerment is evident in its extensible monitoring platform, which allows businesses to shift from maintenance to innovation by identifying and solving problems before they arise. Furthermore, LogicMonitor's use of artificial intelligence and machine learning to anticipate customer needs and risks showcases its forward-thinking approach, providing insights that facilitate business growth and reduce operational expenses.
AI & Machine Learning

Company Stage

Series A

Total Funding





Santa Barbara, California

Growth & Insights

6 month growth


1 year growth


2 year growth

London, UK
Experience Level
Desired Skills
Business Strategy
Business & Strategy
Sales & Account Management
Customer Success & Support
  • Bachelor's Degree or equivalent - preferably in a technical discipline
  • 7+ years' experience in account management, customer success, customer support, or technical product training and value articulation with a preference at a SaaS company (IT)
  • Experience stepping into unfamiliar situations, developing creative solutions, de-escalating critical issues, ensuring clients are positioned for success
  • The ability to work in a fast-paced dynamic environment during tremendous growth
  • Advanced-level knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
  • Willingness to travel 2-3 times per quarter
  • Internal
  • Serves as SME for LM Best practices and add-on options
  • Uses technical expertise and customer experience to identify opportunities for team trainings. Develops presentation and presents to team based on submitted ideas
  • Ability to effectively deliver difficult conversations with positive outcomes and solve difficult decisions with little to no supervision
  • Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
  • Improve upon our existing approaches to customer engagement and account management leveraging the CS and Account Owner toolset
  • LogicMonitor Certified Expert - participate in PS bootcamp and pass final exam
  • On-boarding and Adoption
  • Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identifiedMeet with clients at least bi-weekly through on-boarding process to ensure initial business objectives being met
  • Consult during the on-boarding process as to best practices and provide product trainings to new accounts and business units
  • Shepherd clients through professional services engagements ensuring their active participation and timely completion of all projects
  • Host on-boarding plan review session and obtain sign off of initial success criteria
  • Establish a bi-weekly cadence commitment for all assigned accounts
  • Build lifecycle success plan to review during regular meetings and ensure evolving objectives are met
  • Build Business Unit map with Account Owner to provide a clear view of business and opportunities at each account
  • Retention
  • Work closely with your Account Management counterpart to develop a joint success plan for your customers
  • Maintain a bi-weekly cadence commitment for all assigned accounts
  • Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
  • Schedule Executive Business Review with Account Owner and appropriate customer executives and present as a team at customer site
  • Proactively identify technical and expansion opportunities and work with Account Owner to develop strategic plan of approach
  • Address customer experience issues prior to the issues creating a churn risk
  • Work with Technical Support to understand your customer's issue, and assist as an escalation point of contact
  • Maintain high availability to customers during critical service disruptions and outages
  • Conduct quarterly business reviews within your accounts showcasing LM value and learning about clients goals and challenges
  • Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer sub-teams
  • Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximise customer value and retention
  • Build advocates within each account and encourage customer participation in LogicMonitor initiatives (example: Webinars, Roadshows, Product Beta Feedback)
  • Expansion
  • Partner with Sales Account Owners to ensure the growth and expansion of available whitespace within customer base
  • Develop a strategic growth plan with customer advocates and articulate expectations, and goals
  • Identify technical product expansion opportunities (add-ons, logicModules, integrations, etc) and organise demos with customer base
  • Document all details of expansion opportunities within SFDC opportunity and coordinate with Account Owner