Customer Success Manager, LogRocket
$105-175k
+ Generous stock options
More information about location
Frontend monitoring and product analytics
Open for applications
Frontend monitoring and product analytics
501-1000 employees
Open for applications
$105-175k
+ Generous stock options
More information about location
501-1000 employees
Company mission
To improve society's experience with software.
Role
Who you are
- 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
- Technology industry experience preferred
- Love for start-ups is a must!
What the job involves
- 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
Our take
LogRocket aims to swiftly and effectively identify bugs and UX issues, assisting developers in solving software engineering problems.
Through front-end monitoring and program analytics, LogRocket enhances customer experiences by preemptively identifying issues. This dedication to efficiency has garnered LogRocket more than 10,000 clients, including major names like Airbnb, Bloomberg, and Ikea, Additionally, LogRocket has secured funding to further enhance software development.
The global product analytics market is rapidly expanding, projected to exceed $26B by the end of 2026, driven by the demand for seamless user experiences. Competitors like Quantum Metric are motivating LogRocket to expand its bug-identification strategy and maintain its analytics leadership. A notable advancement in this direction was LogRocket's 2022 launch of Conditional Recording, a mobile app monitor that captures precise experience data.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2022
$25m
SERIES C
Nov 2019
$15m
SERIES B
Total funding: $55m
Company benefits
- Stock Options: Full-time employees receive stock options - we believe that we all should own a piece of the incredible company we’re building
- Health, Dental & Vision Coverage: Our robust nationwide health plans give you the flexibility to select the right coverage for you and your family through a variety of plan options
- Unlimited PTO: Enjoy time to travel, plan a staycation, or just take a day off when needed with our unlimited PTO policy. Each employee is afforded the flexibility to rest and recharge
- Parental Leave: Balancing work and family is essential, so LogRocket offers three months of fully-paid parental leave to any employee welcoming a child into their home
- Learning & Development: We know how important career growth is, so we offer a yearly stipend to help support continued development throughout your journey
- Lunch & Snacks: Free catered lunches three days a week plus unlimited snacks and cold brew in our office
- Social Activities: From trivia to chocolate making to virtual paint nights, we ensure employees are fostering connections and building strong relationships
- 401(K): Plan and invest for the future with a 401(k) via Guideline. LogRocket’s 401(k) plan provides you an opportunity to defer compensation for your long-term savings
Company HQ
Financial District, Boston, MA
Leadership
Matthew Arbesfeld
(Co-Founder & CEO)Mathew comes from a Computer Science and Electrical Engineering background having completed their studies at MIT. Before LogRocket, they interned at Google and a few other tech companies before starting up their own.
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