Enterprise Customer Success Manager

• 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

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Anticipated Application Close Date: 11/09/26

LogicMonitor is an Equal Opportunity Employer
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.

For us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed. We don’t just open doors; we invite you to step through and be part of something bigger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Work Authorization:
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.

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