Senior Customer Success Manager

2 weeks ago

London, United Kingdom LogicMonitor Full time

About Us:

LogicMonitor is the leading fully automated, cloud-based infrastructure monitoring and observability platform for enterprise IT and managed service providers.

We love going to work and think you should too. We are customer obsessed, work as one agile team, and strive to be better every day while building trust. These are our core values. 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 position is located in London, England. 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.

LogicMonitor is an equal opportunity employer. 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. Come as you are, be yourself, and let's grow together.

To learn more about life at LogicMonitor, check out our Careers Page .

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  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.

Here's a closer look at this key role:

    • Internal
      • Serves as SME for LM Best practices and add-on options
      • 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
      • Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
      • Improve upon our existing approaches to customer engagement and account management leveraging the CS and Account Owner toolset 
      • LogicMonitor Certified Expert - participate in PS bootcamp and pass final exam

    • On-boarding and Adoption
      • 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
      • 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
    • Retention
      • 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
      • Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
      • 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
      • Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer sub-teams
      • 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: Webinars, Roadshows, Product Beta Feedback)

    • Expansion
      • 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 organise demos with customer base
      • Document all details of expansion opportunities within SFDC opportunity and coordinate with Account Owner

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)
  • Experience stepping into unfamiliar situations, developing creative solutions, de-escalating critical issues, ensuring clients are positioned for success
  • The ability to work in a fast-paced dynamic environment during tremendous growth
  • 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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