Senior Digital Customer Success Strategy Manager, LogicMonitor
$114.8-145k
Offers equity
Hybrid observability powered by AI
Open for applications
Hybrid observability powered by AI
1001+ employees
Open for applications
$114.8-145k
Offers equity
1001+ employees
Company mission
To expand what’s possible for businesses by advancing their technology.
Role
Who you are
- You must be a proven leader with a track record of building robust customer loyalty, who knows how to delight customers, and improve brand loyalty
- You must be a person that can scale within a rapidly growing business
- The ideal candidate will be highly motivated and have a passion for customers, software technology and problem solving
- If you are self-driven, enjoy working in a team environment, have a pioneering spirit and enjoy helping others be successful, LogicMonitor may be a fit for you
- Bachelor’s degree in Business Administration, Computer Science, or related field; MBA desired
- 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. Enterprise software a plus
- Must possess a customer-centric mindset and have the ability to prioritize the customers’ needs and manage to their expectations
- Familiarity with AI tooling, journey orchestration, and agentic models in CS
- 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
What the job involves
- LogicMonitor is seeking a visionary and execution-focused Senior Digital Customer Success Strategy Manager that will operationalize a scalable, AI-powered engagement model that delivers measurable value across the entire Digital customer base—efficiently, proactively, and without reliance on high-touch engagement
- This individual will own the success of our digital customers and be held accountable for all business outcomes, including NRR, GRR, CSAT and Value Realization
- As an experienced leader, a successful candidate will know how to get things done by working collaboratively across departments (Product, R&D, Marketing, Support, and CX) and organizational boundaries
- The Senior Digital Customer Success Strategy Manager is expected to manage the day to day activities of the Customer Success Engineers and Managers
- This includes recruiting, leading, developing and motivating both technical and non-technical teams in various roles that support our diverse customer base in a matrixed environment
- They will be responsible for driving success metrics and accountable to the business for delivering on (but not be limited to) improved NPS response rates, scores and feedback, customer retention and renewals rates, increased customer usage and adoption and whitespace/upsell rates
- The Senior Digital Customer Success Strategy Manager must be comfortable interacting with employees and customers at all levels, including the executive and c-levels
- 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
Application process
- Anticipated Application Close Date: 01/13/26
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
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 13 more jobs at LogicMonitor