Senior Customer Success Manager
3 weeks ago
LogicMonitor is the leading fully automated, cloud-based infrastructure monitoring and observability platform for enterprise IT and managed service providers.
We are customer obsessed, work as one agile team, and strive to be better every day while building trust. 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.
Our office is situated in a core location near Waterloo and Blackfriars on the Southbank. We call our offices Centres 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 Centres of Energy to reflect how they work best.
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. 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.
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 cl ient 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.
Uses technical expertise and customer experience to identify opportunities for team trainings. Improve upon our existing approaches to customer engagement and account management leveraging the CS and Account Owner toolset
Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identifiedMeet 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
Shepherd clients through professional services engagements ensuring their active participation and timely completion of all projects
Establish a bi-weekly cadence commitment for all assigned accounts
Build Business Unit map with Account Owner to provide a clear view of business and opportunities at each account
Work closely with your Account Management counterpart to develop a joint success plan for your customers
Maintain a bi-weekly cadence commitment for all assigned accounts
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
Address customer experience issues prior to the issues creating a churn risk
Work with Technical Support to understand your customer's issue, and assist as an escalation point of contact
Maintain high availability to customers during critical service disruptions and outages
Conduct quarterly business reviews within your accounts showcasing LM value and learning about clients goals and challenges
Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximise customer value and retention
Build advocates within each account and encourage customer participation in LogicMonitor initiatives (example: Partner with Sales Account Owners to ensure the growth and expansion of available whitespace within customer base
Document all details of expansion opportunities within SFDC opportunity and coordinate with Account Owner
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)
~ Experience stepping into unfamiliar situations, developing creative solutions, de-escalating critical issues, ensuring clients are positioned for success
~ Advanced-level knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
~ Willingness to travel 2-3 times per quarter
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