Senior Customer Success Manager
About Us:
LogicMonitor is the leading SaaS-based performance monitoring platform for enterprise IT.
We are a company of fun-loving, hard-working achievers. We love going to work and think you should too. We hold our company culture near and dear — we are customer-obsessed, work as one team, and strive to be better every day. These are our core values. So it's no surprise that we work hard and genuinely have fun working with each other to achieve great things together.
Our Austin team works in two offices in downtown Austin. Both enjoy panoramic city views and an open floor plan with breakout rooms that encourage collaboration and innovation. When you join LogicMonitor, you will be working alongside some of the brightest minds in one of the fastest growing global software firms. We are looking for you to bring your expertise, drive, and passion. This is your chance to join us on our journey as we expand our global presence and achieve record-breaking success.
What You'll Do:
The Senior Customer Success Manager (SCSM) is a Senior level role responsible for developing and managing LogicMonitor’s (LM) post-sales relationship with strategic level accounts.
Through partnership and 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 daily to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. The SCSM is responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy. The SCSM is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executive Sponsors, and other cross-functional teams, focused on helping our most valued customers achieve their business goals.
Here's a Closer Look at this Key Role:
- Uses technical expertise and customer experience to identify opportunities for team trainings. Develops presentation and presents to team based on submitted ideas
- Ability to effectively deliver difficult conversations with positive outcomes and solve difficult decisions with little to no supervision
- LogicMonitor Certified Expert - participate in PS bootcamp and pass final exam
- Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
- Meet with clients at least bi-weekly through on-boarding process to ensure initial business objectives being met
- Consult during the on-boarding process as to best practices and provide product trainings to new accounts and business units
- Host on-boarding plan review session and obtain sign off of initial success criteria
- Establish a bi-weekly cadence commitment for all assigned accounts
- Build lifecycle success plan to review during regular meetings and ensure evolving objectives are met
- Build Business Unit map with Account Owner to provide a clear view of business and opportunities at each account
- Schedule Executive Business Review with Account Owner and appropriate customer executives and present as a team at customer site
- Proactively identify technical and expansion opportunities and work with Account Owner to develop strategic plan of approach
- Partner with Sales Account Owners to ensure the growth and expansion of available whitespace within customer base
- Develop a strategic growth plan with customer advocates and articulate expectations, and goals
- Identify technical product expansion opportunities (add-ons, logicModules, integrations, etc) and organize demos with customer base\
- Ownership of Customer Operations Program adoption per core team participation
- Ownership of critical processes and procedure adoption for new hire onboarding
What You'll Need:
- Bachelor's Degree or equivalent - preferably in a technical discipline.
- 7+ years' experience in account management, customer success, customer support, or technical product training and value articulation with a preference at a SaaS company (IT)
- Demonstrated ability to work in a fast-paced dynamic environment during tremendous growth
- Willingness to travel 2-3 times per quarter
- Expert ability to present data and strategic insights to executive teams, including C-level, and adapt approach to audience
- Proficient in SalesForce, Microsoft Office Suite, and Google Suite
- Experience stepping into unfamiliar situations, developing creative solutions, de-escalating critical issues, ensuring clients are positioned for success