Customer Success Manager

| Austin

About Us:

LogicMonitor is the leading SaaS based performance monitoring platform for enterprise IT.
 
We are a company of fun-loving, hard-working achievers. We love going to work and think you should too. We hold our company culture near and dear — we are customer-obsessed, work as one team, and strive to be better every day. These are our core values. So it's no surprise that we work hard and genuinely have fun working with each other to achieve great things together.
 
Our Austin team works in two offices in downtown Austin. Both enjoy panoramic city views and an open floor plan with breakout rooms that encourage collaboration and innovation. When you join LogicMonitor, you will be working alongside some of the brightest minds in one of the fastest growing global software firms. We are looking for you to bring your expertise, drive, and passion. This is your chance to join us on our journey as we expand our global presence and achieve record-breaking success.

What You'll Do:

The Customer Success Manager is responsible for partnering with, and ensuring the long-term success of, LogicMonitor’s clients. The Customer Success Manager is responsible for developing and managing LogicMonitor’s post-sales relationship with assigned accounts. The Customer Success Manager is the primary point of contact for LogicMonitor’s accounts and is responsible for all aspects of client account success, including training, on-boarding, implementation, retention, growth and longevity. The Customer Success Manager is the primary point of contact for escalations and is responsible for continual development and nurturing of assigned accounts, identifying and planning for account evolution within the LogicMonitor solution, and for the overall success of assigned accounts.

Here's a closer look at this key role:
  • Responsible for all aspects of LogicMonitor client success with our tool and services.
  • Tasked with building and maintaining strong, trusted advisor, relationships with key contacts within assigned accounts.
  • Responsible for the coordination and delivery of a timely and successful implementation and onboarding program including; strategic discussions, billing, account set up, contract administration, product training, community registration, etc.
  • Identify and conduct regular trainings for assigned accounts, ensuring their continued success and growth with LogicMonitor. 
  • Responsible for tracking and optimizing ongoing product usage / utilization by assigned accounts.
  • Act as the escalation point of contact and customer advocate.
  • Establish a regular communication cadence with customers, based on their size, classification and/or needs.
  • Ensure the communication of all product updates, newsletters & social media announcements pertaining to the usage and experience of your assigned accounts.
  • Responsible for NPS & CSAT scores in assigned accounts. Participate in a defined warm-handoff process, for newly assigned accounts, with sales counterpart(s).
  • Ensure compliance of service provider clients with contractually obligated certification program.
  • Work with technical support on accounts that are generating abnormal number of cases, identifying need for additional engagement and/or training.
  • Work with designated growth and/or renewal representatives to support efforts to retain and grow contracts for your assigned accounts.

What You'll Need:

  • College Degree (4yr degree with a preference for technical degrees such as computer science or computer information systems)
  • 3+ years of experience in account management, customer success, customer support, technical product training and value articulation.
  • Exceptional oral and written communication skills, and the ability to present and communicate at the VP and CEO levels.
  • Desirable technical skills: Windows/Mac, SaaS, Cloud, MCP, MCSE, MCSA, CCNA etc
  • Familiarity with solution selling, and value proposition articulation in a software and SaaS environment.
  • Working knowledge of network monitoring is a plus, as well as, previous experience in Technical Support Engineer or Service Account Manager role is a plus. 
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • AnsibleFrameworks
    • PuppetFrameworks
    • TerraformFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • ElasticSearchDatabases
    • TimeSeries DatabaseDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • GainSightEmail
    • MarketoLead Gen

Location

Located in the heart of downtown, our brand-new Austin office is best-in-class! Be inspired with panoramic downtown & Lady Bird Lake views.

An Insider's view of LogicMonitor

What’s the vibe like in the office?

Every morning is exciting because you're working with motivated, extremely intelligent and hardworking people. When everyone works in unison, it feels as though we're all a part of an extended family, thriving in each other's company and in turn, fostering LogicMonitor's success every day with our strive.

Farjad Syed

Solutions Engineer

What does your typical day look like?

Logicmonitor is an exciting opportunity for me.  The product is solid with an outstanding support system.  Very excited to be working with some very talented individuals throughout Logicmonitor.  Cool part is that with all this I'm still learning new things every day.

Eddie Gillis

Sales Engineer

How does the company support your career growth?

LogicMonitor encourages all team members to share ideas no matter your title. This has given me the opportunity to be involved in the development of strategic processes that improve both the customer experience and the company's bottom line. New projects and the all-star teams around me make everyday a learning experience contributing to my growth.

Sarah Robinson

Customer Success, Team Lead

What is your vision for the company?

LogicMonitor has emerged as an absolute leader in its space for the mid-market. Leading the company's efforts in the enterprise space, my vision for the company is to continue to excel in serving our largest and most strategic customers while scaling out our capability to provide the type of customer experience those customers expect.

Steve Kahn

Director of Enterprise Sales

What makes someone successful on your team?

The Business Development program at LogicMonitor is rooted in career and professional development. There is a world-class sales bootcamp where our sales reps learn the best practices in solution selling. It's not uncommon for our entry-level sales reps to experience rapid promotions on their journey to become top-performing Account Executives.

Talia McCurtain

Manager, Business Development

What are LogicMonitor Perks + Benefits

LogicMonitor Benefits Overview

At LogicMonitor, we believe that all employees should be valued and heard, and we strive for transparency, to allow our employees to be at the center of our incredible growth journey. Because our people are the heart of our success, we have created wellness programs that offer as much support as possible.

Culture
Volunteer in local community
LogicMonitor is committed to giving back to our community. For that reason we organize regular LM Cares events across our offices so our employees can give back to the communities who support us.
Friends outside of work
Eat lunch together
Intracompany committees
Our employees have the opportunity to join a variety of committees that lift up one another such as Women at LogicMonitor, or to help plan an event such as an LM Cares volunteer event.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
LogicMonitor is proud to support a variety of diversity efforts on every level of the company.
Unconscious bias training
We want our workspace to be as inclusive as possible, which means identifying all the ways we can improve ourselves.
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a FSA for: Health care, dependent care or commuter spending such as transit or parketing.
Disability Insurance
LogicMonitor's short-term and long-term disability provides a benefit equal to 60% of your earnings.
Dental Benefits
We offer a dental PPO as our base plan which is designed to give you the freedom to receive dental care from any licensed dentist of your choice.
Vision Benefits
We offer a vision PPO as our base plan which includes a very minimal copay.
Health Insurance Benefits
LogicMonitor contributes $50 per month to your HSA for employee-only HDHP coverage, and $100 per month to your HSA for employees covering dependents on the HDHP.
Life Insurance
LogicMonitor offers life insurance and AD&D insurance to all our employees as standard.
Wellness Programs
Weekly on-site fitness activities including: yoga, basketball, soccer, and volleyball just to name a few. We also have weekly on-site massages and a meditation room.
Onsite Gym
Located on the 14th floor at our Austin office, we offer all employees a free 24x7 gym.
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes, Sponsored race teams.
Retirement & Stock Options Benefits
401(K)
LogicMonitor's 401(k) retirement plan offers a broad selection of stocks, bonds, and international index funds to choose from.
401(K) Matching
We care about our team member’s long-term financial health. All US team members enjoy a competitive 401(k) match.
Company Equity
At LogicMonitor, we know our strength lies in having all of our employees working together as one team. For that reason we designed a stock incentive program for all employees to share in our success.
Performance Bonus
LogicMonitor’s success is a direct reflection of the amazing team members that work here. Our bonus plans include everything from quarterly payouts to all-expenses paid vacations.
Match charitable contributions
As part of our commitment to serving our community, LogicMonitor monitor will match charitable contributions to help organizations meet their objectives.
Child Care & Parental Leave Benefits
Generous Parental Leave
LogicMonitor offers 100% of pay base for maternity leave, and 40% of your base pay for paternity leave.
Flexible Work Schedule
LogicMonitor offers a flexible schedule outside of core hours (8am - 6pm), as well as the option to work from home, per manager discretion.
Remote Work Program
LogicMonitor permits working remote on an as needed basis, per manager discretion.
Family Medical Leave
Employees are eligible to take Family or Medical Leave under the federal Family and Medical Leave Act (FMLA).
Adoption Assistance
The placement of an adopted or foster child with you is a major life event that we support. Work with HR and your manager on how to best prepare and plan for such an event.
Return-to-work program post parental leave
Company sponsored family events
We know that if your family is anything like you, they must be great. We regularly have family events to celebrate those special people in your life.
Vacation & Time Off Benefits
Unlimited Vacation Policy
We have unlimited PTO. As much as we love our work, we know it's important to get away too. We value output, not desk time so you can just take the time you need off.
Generous PTO
In addition to unlimited PTO, you can earn an "Unplug" Bonus. For taking 1 full week off work, we will pay you $1,000 cash.
Paid Volunteer Time
Want to give back to the community? So do we! Join us for the next up-coming LM Cares event.
Paid Holidays
We require team members to take a minimum of 15 workdays of vacation time throughout the year, in addition to the 10 paid holidays.
Paid Sick Days
Eligible employees will accrue paid sick and safe leave at the rate of one hour for every 30 hours worked, up to 64 hours annually, no more than 8 calendar days per year.
Perks & Discounts
Beer on Tap
At LogicMonitor, it's likely you will find your favorite local brew or cold brew on tap.
Casual Dress
Please don't wear a suit or tie into the the office.
Commuter Benefits
We offer a monthly stipend to offset your transit or parking expenses. But if that’s not enough, we also offer a FSA which can be used for commuter benefits as well.
Company Outings
We have quarterly outings, team outings, and weekly happy hours. We really like our co-workers.
Game Room
Ping pong anyone?
Stocked Kitchen
Salads, fruits, veggies, granolas - you name it, we probably have it in our fully stocked kitchens.
Some Meals Provided
Join the entire office for a catered meal every first Friday of the month from a delicious local restaurant!
Happy Hours
Quarterly Happy Hours. Need we say more? Cheers!
Parking
You can link your FSA up to our Commuter Benefits program to help with the cost of parking around the city.
Recreational Clubs
There is an amazing gym on the 14th floor of our Austin office. But we also offer a monthly stipend that can be used towards a gym membership if that is your preference.
Relocation Assistance
If working in the office is a requirement of the role, we may offer relocation assistance. We value collaboration and teamwork.
Fitness Subsidies
Enjoy a monthly stipend of $100 to spend on a gym membership, a parking permit, or anything you choose--that’s all up to you!
Professional Development Benefits
Job Training & Conferences
Have you got your eye on a professional conference or convention you’d love to attend? We offer reimbursement up to $1,000 in professional development for every employee.
Tuition Reimbursement
Have you got your eye on a degree or professional certification? We offer reimbursement in professional development for every employee.
Diversity Program
Lunch and learns
We have bi-weekly learning sessions that include everything from: Leadership Lean-ins, Product Updates, Skills Training, Outside Speakers, and more.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 and Cross-department programs, Career mentoring, Leadership mentoring. Learn from someone who’s been there, or someone in a totally different functional area.
Continuing Education stipend
Have you got your eye on a professional conference or convention you’d love to attend? We offer reimbursement up to $1,000 in professional development for every employee.
Time allotted for learning
We want you to love what you do and be the best at doing it. Work with your manager to schedule time to pursue your learning interests. Try any of our thousands of free LinkedIn Learning courses!
Online course subscriptions available
Customized development tracks
Paid industry certifications
We’ll reward you for getting Industry certified! We offer reimbursement up to $1,000 in professional development for every employee.

Additional Perks + Benefits

We know we can only achieve greatness with a top notch team. So that's why we surround ourselves with an awesome team who are your friends and mentors alike.

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