Manager – Customer Experience
LogicMonitor
Manager – Customer Experience
LogicMonitor
Cloud and on-prem IT monitoring platform
About Us:
We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.
This position is located in Singapore. Our office is situated in the beating heart of Singapore at 9 Battery Road, close to Raffles Place. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.
To learn more about life at LogicMonitor, check out our Careers Page.
What You'll Do:
LogicMonitor® 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!
LogicMonitor is seeking a Manager, Customer Experience to lead a team spanning Customer Success (CS) and Professional Services (PS) in Singapore. Your mission is to help customers achieve measurable value from LogicMonitor, connecting successful implementation with sustained adoption, retention and growth.
You will bring together the team’s customer relationship and technical delivery capabilities to provide a consistent experience from post-sale handoff through deployment, adoption and renewal. You will be accountable for the team’s delivery quality, customer health, value realisation and renewal readiness, working closely with Sales and Renewals to support retention and expansion.
This is a hands-on people-management role. You will coach and develop the team, manage day-to-day priorities and capacity, and participate directly in important customer conversations, project reviews and escalations. You will apply established practices and make practical improvements that help a small team deliver effectively.
Here's a closer look at this key role:
Lead and develop the team
Manage, coach and develop Customer Success and Professional Services team members, setting clear expectations for performance, collaboration and customer outcomes.
Establish regular 1:1s, team meetings and development plans; provide timely feedback and address performance concerns.
Manage workload, account coverage and project allocation, balancing customer needs, delivery commitments and available skills.
Support recruitment and onboarding as required, and build a team culture of accountability, knowledge sharing and continuous improvement.
Connect delivery with customer success
Oversee the customer journey from Sales handoff through onboarding, implementation, adoption and ongoing value realisation, with clear ownership at each stage.
Ensure PS engagements have validated technical requirements, agreed scope and realistic delivery plans covering monitoring architecture, platform configuration, integrations and deployment dependencies, with clear acceptance criteria and controls for delivery risks and scope changes.
Ensure deployment objectives and customer success plans reflect the customer’s desired business outcomes, with a clear transition from implementation into ongoing adoption.
Support the team in delivering customer training, enablement and adoption plans that accelerate time to value.
Participate directly in technical discovery, solution reviews and troubleshooting for selected customer engagements, helping the team assess implementation choices, resolve delivery blockers and apply repeatable technical practices.
Coach the team on deployment quality, including monitoring coverage, data collection, alert tuning, dashboards and integrations, ensuring implementations support the customer’s operational requirements.
Improve customer outcomes
Manage portfolio health and proactively address risks using adoption, engagement, project, support and renewal data.
Ensure customer success plans are current, actionable and linked to measurable outcomes.
Coordinate customer escalations, maintaining clear action plans, ownership and communication, and involving senior leadership when needed.
Partner with Sales and Renewals on account planning, renewal readiness, risk assessment and expansion opportunities, providing accurate customer insights and forecasting inputs.
Help the team translate customer operational challenges into practical use cases across infrastructure monitoring, observability, automation and AI-led capabilities, with measurable improvements in visibility, alert quality and incident investigation.
Run an effective CX operation
Maintain a focused operating cadence covering customer health, delivery progress, capacity, renewal readiness and escalations.
Use agreed metrics to identify gaps and improve customer outcomes, delivery predictability and team effectiveness.
Improve technical handoffs, deployment runbooks and reusable configuration and automation assets, ensuring customer environments, integrations, known limitations and outstanding technical actions are documented and understood across CS, PS and Support.
Work with Support, Product, Sales and Operations to resolve customer friction and turn recurring feedback into actionable recommendations.
6+ years of experience in Customer Success, Professional Services, implementation, technical account management or a related customer-facing role within B2B SaaS or enterprise technology.
2+ years of people-management or substantial team-lead experience, including coaching, setting priorities and supporting performance.
Strong experience in either CS or PS, with practical exposure to the other and an understanding of how implementation, adoption and retention connect.
Evidence of delivering measurable customer outcomes, such as successful deployments, improved adoption, stronger customer health or retention.
Experience overseeing technical implementations, including discovery, solution design, configuration, integration, testing and handover, with accountability for scope, delivery quality and customer acceptance.
Practical familiarity with REST APIs, scripting in Python or PowerShell, and version-controlled delivery workflows, sufficient to review implementation approaches and coach technical team members.
Understanding of recurring-revenue business models, customer lifecycle management, renewal readiness and expansion opportunities.
Strong practical understanding of hybrid IT environments, including Windows and Linux systems, networking, cloud platforms and monitoring architectures, with the ability to review deployment approaches, challenge technical assumptions and guide troubleshooting.
Clear communication and relationship-building skills, with the ability to explain technical and business value to customers and internal stakeholders.
Sound judgement when balancing customer priorities, commercial considerations and team capacity.
Confidence using customer and operational data to prioritise work, assess performance and improve processes.
Experience with LogicMonitor or similar monitoring platforms, technical services delivery, and geographically distributed teams would be advantageous.
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LogicMonitor is an Equal Opportunity Employer
LogicMonitor is an equal opportunity employer committed to fair, merit-based hiring in line with Singapore’s Tripartite Guidelines on Fair Employment Practices. All qualified applicants will be considered without regard to age, race, gender, religion, marital status, family responsibilities, disability, sexual orientation, or any other non-job-related characteristic (including nationality).
To comply with Ministry of Manpower regulations, we ask candidates to indicate whether they are Singapore Citizens, Permanent Residents, or will require an Employment/S Pass; this information is collected solely to fulfill MOM’s work pass reporting obligations and will not influence hiring decisions. We value the unique contributions of each individual and strive to foster an inclusive and supportive workplace for all.
Our goal is to ensure an accessible and inclusive experience for every candidate.
If you need a reasonable accommodation during the application or interview process under applicable local law, please submit a request via this Accommodation Request Form.
Know your rights: workplace discrimination is illegal. Please click here to review LogicMonitor’s U.S. Pay Transparency Nondiscrimination Provision.
Cloud and on-prem IT monitoring platform
LogicMonitor provides a cloud- and on-premises IT infrastructure monitoring platform. It helps enterprises and service providers watch servers, networks, cloud resources, and applications from a single, scalable, subscription-based service. The platform continuously collects telemetry across environments, uses artificial intelligence and machine learning to spot anomalies and predict issues, and presents real-time dashboards and actionable insights to prevent outages and optimize operations. Unlike narrowly focused monitoring tools, LogicMonitor covers a wide range of assets and scales quickly across large, global deployments. Its goal is to keep systems healthy and IT teams productive by delivering visibility, predictive analytics, and automated alerts as the environment grows.
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