Senior Customer Success Manager, LogicMonitor
$94.8-110k
+ Variable Plan + Equity
Hybrid observability powered by AI
Open for applications
Hybrid observability powered by AI
1001+ employees
Open for applications
$94.8-110k
+ Variable Plan + Equity
1001+ employees
Company mission
To expand what’s possible for businesses by advancing their technology.
Role
Who you are
- Bachelor's degree or equivalent, preferably in a technical discipline
- 7+ years of experience in account management, customer success, customer support, or technical product training and value articulation—preferably within a SaaS (IT) company
- Proven ability to navigate unfamiliar situations, develop creative solutions, de-escalate critical issues, and ensure client success
- Demonstrated success managing large, complex accounts and building strong customer relationships
- Exceptional verbal and written communication skills, with the ability to convey technical and business concepts to VP and C-level audiences
- Strong growth mindset; stays current on technical knowledge and product expertise, and excels at developing strategic plans aligned with business objectives and customer success
- High emotional intelligence (EQ); able to understand others, identify what motivates them, and align efforts toward shared goals
- Advanced understanding of ITIM, monitoring, cloud computing, and Software as a Service (SaaS) models
- Proficiency in Salesforce, Slack, and Google Suite is a plus
- Willingness to travel 2–3 times per quarter
- Experience using AI tools to enhance productivity, innovation, or problem-solving
What the job involves
- We are seeking a Senior Customer Success Manager (SCSM) to lead post-sales relationships with our most strategic accounts
- In this senior-level role, you will serve as a trusted advisor, working closely with customers to align their business goals with the full value of the LogicMonitor platform
- Through daily collaboration and a deep understanding of customer objectives, the SCSM drives adoption, uncovers growth opportunities, ensures timely renewals, and promotes long-term retention and advocacy
- You’ll act as the primary point of contact for customer success—overseeing onboarding, training, platform engagement, and escalation management—while partnering with Account Owners, Executive Sponsors, and cross-functional teams to deliver a seamless customer experience
- This is a high-impact role for a strategic, relationship-focused professional ready to drive business outcomes and maximize customer value across LogicMonitor’s most critical accounts
- Serve as a subject matter expert (SME) on LogicMonitor best practices and available add-on solutions
- Identify team training opportunities by leveraging technical expertise and customer insights; develop and deliver engaging presentations based on submitted ideas
- Navigate challenging conversations and complex decisions independently, ensuring constructive outcomes
- Conduct ongoing customer health checks to drive satisfaction, product adoption, retention, and reduce churn risk
- Continuously improve approaches to customer engagement and account management using CS and Account Owner tools (e.g., Gainsight, Looker)
- Achieve LogicMonitor Certified Expert status by completing Professional Services bootcamp and passing the final exam
- Build trusted advisor relationships with customer stakeholders, including C-level executives, to align goals and define success metrics
- Lead bi-weekly onboarding meetings to ensure early objectives are achieved and best practices are implemented
- Deliver product training and strategic consultation during onboarding for new accounts and business units
- Guide clients through professional services engagements, ensuring active participation and timely project completion
- Host onboarding plan review sessions and secure sign-off on initial success criteria
- Establish and maintain a regular cadence with assigned accounts, including the creation of lifecycle success plans
- Develop business unit maps in collaboration with Account Owners to identify areas of opportunity within each account
- Collaborate with Account Management partners to build and execute joint success plans
- Maintain a bi-weekly engagement cadence and a strong understanding of the product to recommend relevant features and solutions
- Schedule and co-present Executive Business Reviews (EBRs) with Account Owners, tailoring the discussion to customer goals and outcomes
- Identify expansion and technical opportunities proactively, working with Account Owners to shape strategic plans
- Address customer issues early, mitigating churn risks through proactive engagement and support
- Act as an escalation point during critical service disruptions, ensuring high availability and responsiveness
- Conduct quarterly business reviews to reinforce LogicMonitor value and gather evolving client goals and feedback
- Manage complex enterprise relationships, including integration cycles and collaboration across customer sub-teams
- Serve as the voice of the customer internally, advocating for enhancements to better serve client needs
- Cultivate customer advocates and encourage participation in LogicMonitor initiatives, such as webinars, roadshows, and beta feedback
- Partner with Sales Account Owners to drive account growth and expansion within identified whitespace
- Collaborate with customer advocates to develop strategic growth plans, set expectations, and define expansion goals
- Identify and promote technical expansion opportunities (e.g., add-ons, LogicModules, integrations), coordinating demos and engagement
- Document all expansion opportunities in Salesforce (SFDC) and align closely with the Account Owner on next steps
Application process
- Anticipated Application Close Date: 07/21/2025
Our take
As businesses shift from reactive to proactive monitoring, there is a need for tools which empower them to make predictions and solve problems before they start. This is what LogicMonitor supplies, through an observability platform for hybrid environments.
The company's extensive product suite encompasses monitoring of all sorts, including but not limited to network, virtual machine, database, container and SaaS. Each service supplies real-time insights and automated monitoring, with agentless architecture.
LogicMonitor is held in high regard by the industry, evidenced by its being named in the Visionary quadrant of the Gartner Magic Quadrant 2024. It has also seen significant funding which will support further development and growth for the business.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Nov 2024
$400m
GROWTH EQUITY VC
Jun 2016
$130m
GROWTH EQUITY VC
Total funding: $543m
Company HQ
Santa Barbara Downtown, Santa Barbara, CA
Leadership
Board Member at Rapid7 and Founding LP at Operator Collective. Was also a Board Member at Poema Global, and CCO, VP and Global Head of Customer Success at Slack.
Salary benchmarks
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