LogRocket · 15 hours ago
Customer Success Manager
Greater Boston
Full-time
Hybrid
Entry, Mid Level
1+ years expLogRocket is a company focused on enhancing user experiences on the web. They are seeking a Customer Success Manager to manage customer relationships, drive adoption, and ensure success from onboarding through renewal, while collaborating with internal teams to maximize value delivery.
Cyber SecurityBig DataSoftwareInformation TechnologyAnalyticsNetwork Security
Responsibilities
Customer Success Managers own the relationship, adoption and success for a book of customers, from onboarding through to renewal
Consult with customers to understand their business, product, and application goals and confirm value delivery/ROI
You’ll help define strategy to deliver maximum value through the LogRocket platform and partnership
You’ll be responsible for successfully onboarding new customers focused on their time to value for their priorities, projects and use cases
The CSM is responsible for being multi-threaded across teams and executives, executed through regular emails, informal weekly calls, monthly health-checks, QBRs & Executive Business Reviews
The CSM proactively monitors and takes action to ensure broad team feature usage, positive health scores, and demonstrated value, to achieve high retention rates, and strong customer revenue growth
CSMs keep account plans to white-space and uncover upsell opportunities in their accounts. For assigned customers, CSM also collaborate with LogRocket Account Managers to extend the use of LogRocket to new teams and applications to increase ARR
CSMs are the bridge and liaison between customer, product and support to ensure customer tickets and feature requests are managed, communicated, and closed out appropriately
You’ll be responsible for proactively managing retention and upsell pipeline and forecasts to exceed quarterly goals, keeping internal CRM platforms up to date
Qualification
Required
1-2+ years experience in product management and/or data analytics role
Experience with customer support, technical customer support, or solution engineering desired
Experience in building and/or supporting customer retention, churn, and upsells
Ability to work with key champions, build relationships and uncover potential areas of expansion
Self-learner and self-starter, able to become a product expert and customer advocate
Strong organizational skills and detail-oriented skills needed
Excellent written and verbal skills (you will be leading calls with Executives and other key stakeholders)
Demonstrated ability to communicate both technical and business concepts
Drive long-term customer adoption through scalable onboarding with multiple departments and use cases
Proven track record of managing successful cross-functional programs that drive customer success
Ability to work cross-departmentally with internal teams such as sales, product, and support
Love for start-ups is a must!
Preferred
Technology industry experience preferred
Benefits
Extensive health, dental, vision benefits, 401k and commuter benefits
Open vacation policy - we all work hard and take time for ourselves when we need it, no strings attached
Three months of fully-paid parental leave to any employee welcoming a child into their home
401k and commuter benefits
Generous stock options - we all get to own a piece of what we’re building
Regular team outings and activities (from boat rides to paintball, we’ll try anything!)
Flexible working hours and location
Monthly employee gifts
For those in the office, catered lunches throughout the week and a fully stocked kitchen with all your favorite snacks (healthy & non-healthy)
Company
LogRocket
LogRocket is a frontend monitoring and product analytics platform that enables developers to capture granular experience data.
501-1000 employees
H1B Sponsorship
LogRocket has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2022 (2)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$55MKey Investors
Battery Ventures,Delta-v CapitalBattery VenturesMatrix
2022-06-21Series C· $25M
2019-11-07Series B· $15M
2019-03-21Series A· $11M
Leadership Team
Matthew Arbesfeld
CEO and Co-Founder
Ben Edelstein
Co-Founder
Recent News
2025-02-07
2025-02-07
2025-02-07
Company data provided by crunchbase