Senior Manager of Customer Success, LogicMonitor
Salary not provided
Senior and Expert level
London
Office located in Near Waterloo and Blackfriars on the Southbank, London
Hybrid observability powered by AI
Be an early applicant
Hybrid observability powered by AI
1001+ employees
B2BArtificial IntelligenceAnalyticsSaaS
Be an early applicant
Salary not provided
Senior and Expert level
London
Office located in Near Waterloo and Blackfriars on the Southbank, London
1001+ employees
B2BArtificial IntelligenceAnalyticsSaaS
Company mission
To expand what’s possible for businesses by advancing their technology.
Role
Who you are
- The successful candidate will be a proven people leader with strong commercial judgment, technical curiosity, operational discipline, and the ability to influence across departments
- They must be comfortable engaging with customers and internal stakeholders at all levels, including VP and C-level executives, and must be able to translate customer priorities into clear actions that improve adoption, retention, and long-term customer value
- Bachelor’s degree in Business Administration, Computer Science, related field, or equivalent practical experience; MBA or relevant advanced qualification preferred but not required
- 8+ years of experience in Customer Success, Customer Experience, Professional Services, Account Management, or a related customer-facing role within B2B SaaS, enterprise software, or technology services
- 4+ years of people leadership experience, ideally managing Customer Success teams, senior individual contributors, or managers in a high-growth technology environment
- Proven track record delivering measurable Customer Success outcomes, including customer retention, renewal readiness, adoption, value realization, customer health improvement, advocacy, and expansion influence
- Strong understanding of recurring revenue business models, including gross retention, net retention, churn, expansion, customer health, renewal forecasting, and customer lifecycle management
- Deep understanding of IT infrastructure monitoring, observability, cloud computing, hybrid IT environments, and SaaS delivery models
- Ability to communicate technical and business value clearly to customers at VP and C-level, including translating platform capability into measurable business outcomes
- Experience operating in complex, matrixed organisations requiring strong cross-functional influence across Sales, Renewals, Professional Services, Support, Product, Operations, and Executive Leadership
- Demonstrated ability to build business plans, customer value narratives, executive presentations, and ROI/value realisation analyses
- Strong analytical and operational capability, with experience using metrics, dashboards, and customer data to manage team performance and guide decision-making
- Proven ability to lead through ambiguity, make informed decisions, manage competing priorities, and drive accountability across teams
- Strong written and verbal communication skills, including the ability to craft persuasive content and engage effectively across all organizational levels
- Demonstrated servant leadership style with the ability to coach, motivate, develop, and hold teams accountable while maintaining a high standard of customer experience
- Experience managing mixed customer portfolios, including both high-volume customer segments and strategic enterprise accounts, with an adaptive engagement approach
- Strong process improvement mindset, with experience building scalable playbooks, governance models, templates, and operating rhythms
- Customer-centric mindset with the ability to balance customer advocacy, commercial priorities, operational scale, and company objectives
What the job involves
- 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!
- LogicMonitor is seeking a Senior Manager, Customer Success to lead and scale a team of Customer Success Managers across an assigned region, segment, or customer portfolio
- This leader is accountable for driving measurable customer outcomes, including retention, adoption, value realisation, advocacy, renewal readiness, and expansion influence
- As part of the broader Customer Experience organisation, the Senior Manager will partner closely with Sales, Renewals, Professional Services, Support, Product, and regional leadership to ensure customers achieve sustained value from LogicMonitorʼs platform and related capabilities
- This includes supporting adoption of current and emerging product areas, including AI-led capabilities such as Edwin where relevant
- The Senior Manager is responsible for both the day- to-day leadership of the Customer Success team and the continued maturity of the customer success operating model
- This includes team coaching and development, portfolio health management, customer risk mitigation, executive engagement, success planning, escalation ownership, forecasting inputs, and voice-of-customer feedback
- Lead, coach, develop, and manage a team of Customer Success Managers, building a high-performing team culture focused on accountability, customer outcomes, commercial awareness, and continuous improvement
- Own Customer Success outcomes across the assigned portfolio, including customer retention, renewal readiness, adoption, value realisation, advocacy, customer health, and expansion influence
- Establish and manage the Customer Success operating cadence, including team meetings, 1:1s, portfolio reviews, risk reviews, escalation reviews, and performance reporting
- Define, implement, and continuously improve the customer lifecycle motion from post-sale handoff through onboarding, adoption, value realization, renewal, and expansion
- Partner with Sales, Renewals, Professional Services, Support, Product, and Operations to improve customer handoffs, align account strategy, resolve customer friction, and drive measurable customer value
- Participate in customer-facing and internal commercial activities, including deal reviews, account planning, forecasting, renewal strategy, executive alignment, and expansion planning
- Own portfolio risk governance and customer escalations, using health, adoption, renewal, support, and commercial data to identify risks, prioritise action, ensure timely resolution, and maintain appropriate executive visibility
- Ensure success plans are meaningful, current, and aligned to measurable customer business outcomes
- Act as a senior customer advocate within LogicMonitor by synthesizing customer feedback, surfacing recurring themes, and influencing improvements across Product, Services, Support, and Go-To-Market teams
- Build and maintain scalable playbooks, processes, templates, and best-practice content that improve consistency and quality across the Customer Success team
- Support adoption of LogicMonitor’s broader platform capabilities, including AI-led capabilities such as Edwin where relevant, by ensuring the team can connect product functionality to customer value
- Develop team capability through coaching, enablement, performance management, talent planning, and succession planning
- Balance customer advocacy with business priorities, ensuring the team delivers a high-quality customer experience while supporting retention, growth, and operational scale
Salary benchmarks
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 networks, virtual machines, databases, containers and SaaS. Each service supplies real-time insights and automated monitoring, complete with agentless architecture.
LogicMonitor is held in high regard by the industry, evidenced by its namechecking 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
Insights
Led by a woman
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.
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