Enterprise Customer Success Manager

About Us

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

This role is open to candidates based in or near Austin, TX. Our Austin office is based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake. At Logic Monitor, we hire within our Centers of Energy—vibrant locations where our teams connect, collaborate, and innovate. To learn more about life at Logic Monitor, check out our Careers Page.

Logic Monitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. Logic Monitor 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, Logic Monitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.

The Customer Success Manager is responsible for the product and partnership success of the Logic Monitor customer. Through collaboration, you will coach customers to achieve their business goals and maximize value from their investment in the Logic Monitor platform. You will interact with customers regularly to build relationships, drive adoption, provide awareness to all available Logic Monitor resources, ensure on‑time subscription renewals, and uncover growth opportunities.

The CSM is responsible for all aspects of client account success, including training, onboarding, adoption, retention, growth and advocacy. The CSM is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executives, and other cross‑functional teams, focused on helping our customers achieve their business goals.

• Adoption
  • Assist accounts through defined implementation and onboarding process
  • Provide initial basic training to new accounts
  • Consult during the onboarding process as to best practices and ensure clients receive value from Logic Monitor during the first 90 days
  • Shepherd clients through professional services engagements ensuring their active participation and timely completion of all projects
  • Formulate ongoing meeting cadence with each assigned account
  • Become the customer’s trusted advisor, and advocate inside of Logic Monitor
• Retention
  • Engage in prescribed proactive activities, meeting quarterly objectives
  • Understand data center infrastructure technology, and effectively articulate infrastructure and monitoring strategies
  • Identify possible issues inside of your account base, and assist accordingly
  • Identify proactive opportunities to work with and provide "value" to your customers
  • Address customer experience issues prior to the issues creating a churn risk
  • Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
  • Work with Technical Support to understand your customer’s issue, and assist as an escalation point of contact
  • Provide constant‑availability to your customer set during critical situations and outages
  • Conduct regular business reviews within your accounts showcasing Logic Monitor’s value and learning about clients goals and challenges
  • Encourage customer participation in Logic Monitor initiatives. (example: Webinars, Roadshows, Product Feedback)
• Expansion
  • Coordinate with sales account executives to ensure the growth and expansion of your accounts
  • Identify growth opportunities within your accounts and forward leads to account executive counterpart
  • Articulate growth plans, expectations, and successes
  • Grow and expand the long term growth pipeline within your accounts by understanding your customer’s monitoring strategy and needs
  • Work with Logic Monitor’s Solution Architects to determine appropriate services…