Customer Success Manager
Posted on 11/3/2023

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

Austin, TX, USA
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • Bachelor's Degree preferred, with a preference for technical degrees such as computer science or computer information systems
  • 5+ 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, and ensuring clients are positioned for success with minimal managerial support
  • Experience in developing all-inclusive success plans to help drive LM alignment with customer's overall business objectives
  • Willingness to travel 2-3 times per quarter
  • Assist accounts through defined implementation and onboarding process
  • Provide initial basic training to new accounts
  • Consult during the onboarding 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)
  • 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
  • Work with the billing team to assist with the remediation of past due balances
Desired Qualifications
  • Bachelor's Degree in technical field such as computer science or computer information systems
  • Experience in customer success or account management roles
  • Knowledge of IT infrastructure monitoring tools and concepts
  • Experience in the SaaS industry
  • Strong communication and interpersonal skills
  • Ability to work in a fast-paced, dynamic environment