Full-Time

Customer Success Manager

Mid-Market

Posted on 9/4/2024

LogicMonitor

LogicMonitor

1,001-5,000 employees

IT infrastructure monitoring for cloud and on-premises

Enterprise Software
AI & Machine Learning

Compensation Overview

$69.6k - $79kAnnually

+ Equity Compensation

Mid

Austin, TX, USA

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Requirements
  • Bachelor's Degree or equivalent - preferably in a technical discipline
  • 3+ years' in a client-facing role, managing accounts
  • Applicable knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
  • Comfortable with presenting to Administrative teams and Management teams, including executives
  • Comfortable researching and collecting key business needs from customer base
  • Proficient in stepping into unfamiliar situations and de-escalating critical issues to ensure clients are positioned for success with limited managerial support
Responsibilities
  • Assist accounts through defined implementation and on boarding process
  • Provide initial basic training to new accounts
  • Consult during the on-boarding process as to best practices and ensure clients receive value from LogicMonitor during the first 90 days
  • Shepherd clients through professional services engagements ensuring their active participation and timely completion of all projects
  • Formulate ongoing meeting cadence with each assigned account
  • Become the customer's trusted advisor, and advocate inside of LogicMonitor
  • Engage in prescribed proactive activities, meeting quarterly objectives
  • Understand data center infrastructure technology, and effectively articulate infrastructure and monitoring strategies
  • Identify possible issues inside of your account base, and assist accordingly
  • Identify proactive opportunities to work with and provide "value" to your customers
  • Address customer experience issues prior to the issues creating a churn risk
  • Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
  • Work with Technical Support to understand your customer's issue, and assist as an escalation point of contact
  • Provide constant-availability to your customer set during critical situations and outages
  • Conduct regular business reviews within your accounts showcasing LogicMonitor's value and learning about clients goals and challenges
  • Encourage customer participation in LogicMonitor initiatives. (example: Webinars, Roadshows, Product Feedback)
  • Work with the billing team to assist with the remediation of past due balances
  • Coordinate with sales account executives to ensure the growth and expansion of your accounts
  • Identify growth opportunities within your accounts and forward leads to account executive counterpart
  • Articulate growth plans, expectations, and successes
  • Grow and expand the long term growth pipeline within your accounts by understanding your customer's monitoring strategy and needs
  • Work with LogicMonitor's Solution Architects to determine appropriate services products for deployments and maintenance

LogicMonitor provides a platform for monitoring IT infrastructure across both on-premises and cloud environments. The platform allows businesses to track their systems in real-time, using artificial intelligence and machine learning to identify potential issues before they become problems. This predictive capability helps companies maintain operational efficiency and avoid system outages. Unlike many competitors, LogicMonitor offers a subscription-based service that is scalable and can be quickly deployed, making it accessible for a wide range of clients, from large enterprises to service providers. The goal of LogicMonitor is to enable businesses to focus on growth and innovation by ensuring their IT systems run smoothly.

Company Stage

Growth Equity (Venture Capital)

Total Funding

$528.2M

Headquarters

Santa Barbara, California

Founded

2007

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-3%

2 year growth

9%
Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for hybrid observability solutions due to multi-cloud strategies.
  • Growing importance of predictive analytics in IT operations.
  • Rising focus on operational resilience in financial services.

What critics are saying

  • Increased competition from emerging AI-driven observability platforms.
  • Rapid technological advancements may outstrip LogicMonitor's current capabilities.
  • Reliance on a subscription-based model makes it vulnerable to economic downturns.

What makes LogicMonitor unique

  • LogicMonitor offers a hybrid observability platform for diverse IT environments.
  • The platform uses AI and machine learning for predictive issue resolution.
  • LogicMonitor provides real-time visibility and predictive analytics for operational efficiency.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Parental Leave

Wellness Program

Unlimited Paid Time Off

Professional Development Budget

INACTIVE