The Customer Success Manager (CSM) at LogicMonitor plays a pivotal role in ensuring the product and partnership success of our valued customers. Through collaboration and a customer-centric approach, the CSM will coach clients to achieve their business goals, maximize the value derived from the LogicMonitor platform, and foster long-term relationships. 

Here's a closer look at this key role:

• Adoption

  • Assist accounts through the defined implementation and onboarding process.
  • Provide initial basic training to new accounts, ensuring a smooth introduction to the LogicMonitor platform.
  • Consult during onboarding to share best practices and ensure clients receive value in the first 90 days.
  • Shepherd clients through professional services engagements, ensuring active participation and timely project completion.
  • Formulate an ongoing meeting cadence with each assigned account, becoming their trusted advisor and advocate within LogicMonitor.

• Retention

  • Engage in prescribed proactive activities, meeting quarterly objectives.
  • Demonstrate understanding of data center infrastructure technology and articulate effective infrastructure and monitoring strategies.
  • Identify potential issues within your account base and proactively address them to mitigate churn risk.
  • Conduct regular "health checks" to drive satisfaction, adoption, retention, and reduce churn.
  • Work closely with Technical Support as an escalation point to address customer issues during critical situations and outages.
  • Conduct regular business reviews showcasing LogicMonitor value and gaining insights into clients' goals and challenges.
  • Encourage customer participation in LogicMonitor initiatives such as webinars, roadshows, and 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 counterparts.
  • Articulate growth plans, expectations, and successes, contributing to the long-term growth pipeline within your accounts.
  • Work collaboratively with LogicMonitor Solution Architects to determine appropriate services and products for deployments and maintenance.
  • Collaborate with the billing team to assist with the remediation of past due balances.

• Escalation Handling

  • Act as the primary point of contact for customer escalations.
  • Collaborate with Account Owners, Executives, and cross-functional teams to address issues promptly and effectively.

• Customer Advocacy

  • Foster strong relationships with customers, turning them into advocates for LogicMonitor.
  • Encourage participation in case studies, testimonials, and other advocacy initiatives.

What You'll Need:

• 3-5 years’ experience in account management, customer success, customer support, or technical product training and value articulation with a preference at a SaaS company (IT).
• Applicable knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
• Experience with presenting to management teams, including executives
• Proficient in stepping into unfamiliar situations and de-escalating critical issues to ensure clients are positioned for success with limited managerial support