Enterprise Customer Success Manager

About Us:

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. 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. You'll be working in Sydney, Australia. 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:

LogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.

Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the seventh year in a row!

The Customer Success Manager is responsible for the product and partnership success of the LogicMonitor customer.

Through 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 regularly to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. The CSM is responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy. The CSM is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executives, and other cross-functional teams, focused on helping our customers achieve their business goals.

Here's a closer look at this key role:

AdoptionAssist accounts through defined implementation and on boarding processProvide initial basic training to new accountsConsult during the on-boarding process as to best practices and ensure clients receive value from LogicMonitor during the first 90 daysShepherd clients through professional services engagements ensuring their active participation and timely completion of all projectsFormulate ongoing meeting cadence with each assigned accountBecome the customer's trusted advisor, and advocate inside of LogicMonitor RetentionEngage in prescribed proactive activities, meeting quarterly objectivesUnderstand data center infrastructure technology, and effectively articulate infrastructure and monitoring strategiesIdentify possible issues inside of your account base, and assist accordinglyIdentify proactive opportunities to work with and provide "value" to your customersAddress customer experience issues prior to the issues creating a churn riskConstantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churnWork with Technical Support to understand your customer's issue, and assist as an escalation point of contactProvide constant-availability to your customer set during critical situations and outagesConduct regular business reviews within your accounts showcasing LogicMonitor's value and learning about clients goals and challengesEncourage customer participation in LogicMonitor initiatives. (example: Webinars, Roadshows, Product Feedback) ExpansionCoordinate with sales account executives to ensure the growth and expansion of your accountsIdentify growth opportunities within your accounts and forward leads to account executive counterpartArticulate growth plans, expectations, and successesGrow and expand the long term growth pipeline within your accounts by understanding your customer's monitoring strategy and needsWork with LogicMonitor's Solution Architects to determine appropriate services products for deployments and maintenanceWork with the billing team to assist with the remediation of past due balances

What You'll Need:

Bachelor's Degree preferred, with a preference for technical degrees such as computer science or computer information systems5+ 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 supportExperience in developing all-inclusive success plans to help drive LM alignment with customer's overall business objectivesThe ability to work in a fast-paced dynamic environment during tremendous growthWillingness to travel 1-2 times per quarter

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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.

Notice Regarding Use of AI in Hiring

We use artificial intelligence tools to assist with reviewing job applications, such as matching skills and experience to job requirements. These tools support, but do not replace, human review. All hiring decisions are made by our recruiting and hiring teams. You may opt out of AI processing at any time, and your application will still be reviewed. To opt out, please contact us at opt.out@logicmonitor.com.

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Our goal is to ensure an accessible and inclusive experience for every candidate.

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