Customer Success Manager

6 days ago

Sydney, New South Wales, Australia LogicMonitor Full time

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better every day. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. 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 Sydney, Australia. Our office is located in the Sydney CBD, close to Town Hall and Hyde Park. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.

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

What You'll Do:

LM Envision, LogicMonitor's leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences. LogicMonitor has a layered approach to intelligence, where AI and Machine Learning is baked into every facet of the LM Envision platform to help IT teams improve efficiency, minimize alert fatigue, proactively predict trends, and maximize enterprise growth and transformation.

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.
  • 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.
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