Senior Customer Success Manager

Senior Customer Success Manager

Requirements

• Bachelor’s degree or equivalent, preferably in a technical discipline.
• 7+ years of experience in account management, customer success, customer support, or technical product training and value articulation—preferably within a SaaS (IT) company.
• Proven ability to navigate unfamiliar situations, develop creative solutions, de-escalate critical issues, and ensure client success.
• Demonstrated success managing large, complex accounts and building strong customer relationships.
• Exceptional verbal and written communication skills, with the ability to convey technical and business concepts to VP and C-level audiences.
• Strong growth mindset; stays current on technical knowledge and product expertise, and excels at developing strategic plans aligned with business objectives and customer success.
• High emotional intelligence (EQ); able to understand others, identify what motivates them, and align efforts toward shared goals.
• Advanced understanding of ITIM, monitoring, cloud computing, and Software as a Service (SaaS) models.
• Proficiency in Salesforce, Slack, and Google Suite is a plus.
• Willingness to travel 2–3 times per quarter.
• Experience using AI tools to enhance productivity, innovation, or problem-solving.

Responsibilities

• Serve as a subject matter expert (SME) on LogicMonitor best practices and available add-on solutions.
• Identify team training opportunities by leveraging technical expertise and customer insights; develop and deliver engaging presentations based on submitted ideas.
• Navigate challenging conversations and complex decisions independently, ensuring constructive outcomes.
• Conduct ongoing customer health checks to drive satisfaction, product adoption, retention, and reduce churn risk.
• Continuously improve approaches to customer engagement and account management using CS and Account Owner tools (e.g., Gainsight, Looker).
• Achieve LogicMonitor Certified Expert status by completing Professional Services bootcamp and passing the final exam.
• Build trusted advisor relationships with customer stakeholders, including C-level executives, to align goals and define success metrics.
• Lead bi-weekly onboarding meetings to ensure early objectives are achieved and best practices are implemented.
• Deliver product training and strategic consultation during onboarding for new accounts and business units.
• Guide clients through professional services engagements, ensuring active participation and timely project completion.
• Host onboarding plan review sessions and secure sign-off on initial success criteria.
• Establish and maintain a regular cadence with assigned accounts, including the creation of lifecycle success plans.
• Develop business unit maps in collaboration with Account Owners to identify areas of opportunity within each account.
• Collaborate with Account Management partners to build and execute joint success plans.
• Maintain a bi-weekly engagement cadence and a strong understanding of the product to recommend relevant features and solutions.
• Schedule and co-present Executive Business Reviews (EBRs) with Account Owners, tailoring the discussion to customer goals and outcomes.
• Identify expansion and technical opportunities proactively, working with Account Owners to shape strategic plans.
• Address customer issues early, mitigating churn risks through proactive engagement and support.
• Act as an escalation point during critical service disruptions, ensuring high availability and responsiveness.
• Conduct quarterly business reviews to reinforce LogicMonitor value and gather evolving client goals and feedback.
• Manage complex enterprise relationships, including integration cycles and collaboration across customer sub-teams.
• Serve as the voice of the customer internally, advocating for enhancements to better serve client needs.
• Cultivate customer advocates and encourage participation in LogicMonitor initiatives, such as webinars, roadshows, and beta feedback.
• Partner with Sales Account Owners to drive account growth and expansion within identified whitespace.
• Collaborate with customer advocates to develop strategic growth plans, set expectations, and define expansion goals.
• Identify and promote technical expansion opportunities (e.g., add-ons, LogicModules, integrations), coordinating demos and engagement.
• Document all expansion opportunities in Salesforce (SFDC) and align closely with the Account Owner on next steps.

Preferred Qualifications

• Proficiency in Salesforce, Slack, and Google Suite is a plus.