The Customer Success Manager is responsible for the product and partnership success of the LogicMonitor customer.

Through collaboration, you will coach customers to achieve their business goals and maximize value from their investment in the LogicMonitor platform. You will 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. The CSM is responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy. The CSM is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executives, and other cross-functional teams, focused on helping our customers achieve 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

• 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, 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
• The ability to work in a fast-paced dynamic environment during tremendous growth
• Willingness to travel 1-2 times per quarter, Apple Macs, Artificial Intelligence (AI), Best Practices, Billing, Cadence, Cloud Computing, Coaching, Communication Skills, Computer Networks, Computer Science, Consulting, Cross-Functional, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Diversity, Identify Issues, Information Technology & Information Systems, Microsoft Windows Operating System, Network Monitoring, Network Operations Center, Onboarding, Professional Services, Referenceable Customers, Resolve Customer Issues, Risk, Sales Closing Skills, Sales Management, Software as a Service (SaaS), Team Player, Technical Support, Time Management, Training/Teaching, Webinar, Willing to Travel

At this time, we are able to consider candidates who are authorized to work in the United States on a full-time, permanent basis without requiring new or initial employer-sponsored work authorization.

Candidates who currently hold valid U.S. work authorization that can be transferred to a new employer (such as certain H-1B statuses) may be considered on a case-by-case basis.

We are not able to provide new sponsorship for employment-based visas that require an initial petition or application by the employer.

LI-DW1 #LI-Hybrid #BI-Hybrid

LogicMonitor is dedicated to fostering a culture of transparency and fairness, including our commitment to pay transparency. We provide the base salary ranges for all positions posted within the United States.

Compensation packages at LogicMonitor for eligible roles include base salary, a variable plan depending on role, along with comprehensive benefits. The range displayed on each job posting reflects the minimum and maximum base salary target for new hires in the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. As part of our holistic compensation philosophy, your package will also include, but is not limited to: Comprehensive health, dental and vision coverage, generous parental leave policies, access to our Employee Assistance Program and various Wellness programs, a 401K with company matching, a Lifestyle Spending Account, and an unlimited vacation policy. For more information on our benefits, see our careers page.

The Base Salary range for this role is:

$76,650-$96,000 USD

Our goal is to ensure an accessible and inclusive experience for every candidate.

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 role is open to candidates based in or near Austin, TX. Our Austin office is based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake. At LogicMonitor, we hire within our Centers of Energy-vibrant locations where our teams connect, collaborate, and innovate.

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!, At LogicMonitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective. We’re committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best.