Customer Success Manager

Enterprise

Posted on 11/3/2023

INACTIVE

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

$142.9M

Founded

2007

Headquarters

Santa Barbara, California

Growth & Insights

Headcount

6 month growth

↑ 0%

1 year growth

↓ -4%

2 year growth

↑ 11%

Locations

Austin, TX, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Sales

Communications

CategoriesNew

Sales & Account Management

Customer Success & Support

Requirements

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

Responsibilities

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

About Us:

LogicMonitor is the leading fully automated, cloud-based infrastructure monitoring and observability platform for enterprise IT and managed service providers.

We love going to work and think you should too. We are customer obsessed, work as one agile team, and strive to be better every day while building trust. These are our core values. 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 Austin, TX. Our Austin team is based downtown in the San Jacinto Center, overlooking the scenic Lady Bird Lake. We call our offices Centers of Energy, because they’re where we accelerate work, spark creativity, and ignite our culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.

LogicMonitor is an equal opportunity employer. We deeply care about our employees’ well-being, creating an environment where everyone feels valued and respected. We celebrate the diversity of our team and are committed to fostering a culture of inclusivity. When you join LogicMonitor, you’re not just an employee to us, but a valued member of our community. Come as you are, be yourself, and let’s grow together.

To learn more about life at LogicMonitor, check out our Careers Page.

What You’ll Do:

LogicMonitor is disrupting the hybrid cloud monitoring market by changing the way businesses use disparate sources of data. We are already a leader in this space – and we started by solving the hardest, most complicated problem first. With roots in the IT Infrastructure Monitoring space, we have carved out excellent product-market fit in hybrid cloud monitoring. 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. As we enter this next phase of growth, we are in search of a Customer Success Manager, Enterprise.

We are looking for a talented and experienced person to shepherd the product and partnership success of the LM customer.

Through collaboration, you will coach customers to achieve their business goals and maximize value from their investment in the LogicMonitor platform. It is key you interact with customers regularly to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. Make your mark driving all aspects of client account success, including training, on-boarding, adoption, retention, growth, and advocacy. In your role, you will act as the primary point of contact for escalations and will work in tandem with a team of Account Owners, Executives, and other cross-functional teams, all dedicated to assisting our customers in achieving their business goals.

Here’s a closer look at this key role:

Adoption
- 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
Retention
- 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)
Expansion
- 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

What You’ll Need:

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

Benefits:

At LM we believe that a total rewards package should be built with the whole person in mind, so we’ve designed a total rewards package that’s almost as complex as you are. We want to support our employees to be healthy and happy!

Whether you’re working from home or one of our Centers of Energy, US benefits for LMers include but are not limited to: unlimited vacation, health, vision, and dental insurance, robust parental leave, a 401K with company matching, a monthly Work Well reimbursement, Employee Equity Program, Professional Development funds, unlimited opportunities for growth, and more.

We are committed to our employees’ physical and mental health, and offer various wellness programs (including a Calm membership for you and your family!) as part of our holistic approach to employee success.

For more information on our benefits and culture, visit https://www.logicmonitor.com/careers

Residents of California, click Here to view our California Applicant Privacy Notice.

#LI-SS1 #BI-Hybrid #LI-Hybrid

LogicMonitor believes in pay transparency, so we provide the base salary ranges for all of our jobs in the United States. Actual base salary offered will vary depending on factors including but not limited to: location, education, experience, skills, and qualifications.
As part of our holistic compensation philosophy, LogicMonitor also offers many competitive elements in our total compensation package for US employees, such as bonus or commission compensation in addition to the base pay, an equity program for all full time employees, 401K matching, and other rewards.

Base Salary Range

$82,100—$112,900 USD