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LogicMonitor · 12 hours ago

Senior Digital Customer Success Strategy Manager

Austin, TX

Full-time

Hybrid

Senior Level, Lead/Staff

$115K/yr - $145K/yr

8+ years exp

LogicMonitor is a company dedicated to trust, customer obsession, and agility. They are seeking a Senior Digital Customer Success Strategy Manager to operationalize a scalable, AI-powered engagement model that delivers measurable value across the Digital customer base, while managing day-to-day activities of the Customer Success Engineers and Managers.

Artificial Intelligence (AI)Cloud InfrastructureDevOpsInformation TechnologyIT InfrastructureSaaS

Responsibilities

Define and manage a KPI framework that demonstrates the impact of digital success programs on retention, NRR, product usage, and cost-to-serve. Embed value-based outcomes and success plans across segments, leveraging a standard outcome-based frameworks

Report program performance and impact to executive stakeholders, steering committees, and cross-functional partners

Drive Customer Success Outcomes – increased renewal rates and reduce churn, expand our revenue in accounts through cross-sell, influence future lifetime value through higher product adoption and drive new business growth through greater advocacy

Own customer retention and strategies for long-term customer relationship management

Define and Optimize the Customer Lifecycle

Ensure smooth transitions and positive Customer Experiences from Sales to Support and renewal, including the ability to identify and act on opportunities to advocate for the customer

Recruit, develop and lead the Customer Success Engineers and Managers, who serve as the voice of our customers and drive high levels of customer satisfaction

Own escalations from customers and Account Teams and represent them amongst all levels of the business

Responsible for measuring, managing, and improving customer health, engagement, and value realization to ensure that investments made achieve the planned results

Effectively synthesize and communicate customer needs to other parts of the business, and act as a customer champion within the company

Work collaboratively and influencing other departments to promote customer satisfaction success and implement solutions

Qualification

Customer Success ManagementAI Tooling FamiliarityCross-functional LeadershipEnterprise Software ExperienceKPI Framework ManagementServant LeadershipTeam MotivationCustomer-centric MindsetCommunicationOrganizational Skills

Required

Bachelor's degree in Business Administration, Computer Science, or related field

8+ years in a Customer Success/Experience or Account Management (or similar) role with responsibility for delivering measurable Customer Success results

3+ years in a leadership role for a high growth technology business

Must possess a customer-centric mindset and have the ability to prioritize the customers' needs and manage to their expectations

Demonstrated success in cross-functional leadership across Product, Marketing, and R&D

Excellent communication and executive stakeholder management skills

Execution-focused mindset and ability to influence at executive and technical levels

Strong Servant Leader mindset and motivational skills

A proven leader who builds highly engaged teams, acts as mentor /coach to motivate and holds the team accountable to delivering an exceptional customer experience

Strong attention to detail and superior organizational skills

Ability to work in a fast-paced, results-oriented and team-oriented environment

Deep understanding of value drivers in recurring revenue business models

Self-motivated and comfortable with a willingness to roll up your sleeves to get the job done