Senior Customer Success Manager

Job description

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 position is located in the Netherlands, with the flexibility to work out of your home office. You’ll have easy access to and support from your manager, and frequent video meetings to keep you seamlessly integrated into your team. If you travel to a Centre of Energy, you’ll be able to work out of our office spaces while you connect and collaborate with your team. Across the globe, our Centres of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in the Centres of Energy to reflect how they work best.

To learn more about life at LogicMonitor, check out our Careers Page.

What You’ll Do:

LM Envision, LogicMonitor’s leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences. LogicMonitor has a layered approach to intelligence, where AI and Machine Learning is baked into every facet of the LM Envision platform to help IT teams improve efficiency, minimise alert fatigue, proactively predict trends, and maximise enterprise growth and transformation.

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!

The Senior Customer Success Manager (SCSM) is a Senior level role responsible for developing and managing LogicMonitor’s (LM) post-sales relationship with strategic level accounts.

Through partnership and collaboration, you will coach customers to achieve their business goals and maximise value from their investment in the LogicMonitor platform. You will interact with customers daily to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. The SCSM is responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy. The SCSM is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executive Sponsors, and other cross-functional teams, focused on helping our most valued customers achieve their business goals.

Here’s a closer look at this key role:

Internal Enablement & Expertise

• Serve as a subject matter expert (SME) on LogicMonitor best practices and available add-on solutions.

• Identify team training opportunities by leveraging technical expertise and customer insights; develop and deliver engaging presentations based on submitted ideas.

• Navigate challenging conversations and complex decisions independently, ensuring constructive outcomes.

• Conduct ongoing customer health checks to drive satisfaction, product adoption, retention, and reduce churn risk.

• Continuously improve approaches to customer engagement and account management using CS and Account Owner tools (e.g., Gainsight, Looker).

• Achieve LogicMonitor Certified Expert status by completing Professional Services bootcamp and passing the final exam.

Onboarding & Adoption

• Build trusted advisor relationships with customer stakeholders, including C-level executives, to align goals and define success metrics.

• Lead bi-weekly onboarding meetings to ensure early objectives are achieved and best practices are implemented.

• Deliver product training and strategic consultation during onboarding for new accounts and business units.

• Guide clients through professional services engagements, ensuring active participation and timely project completion.

• Host onboarding plan review sessions and secure sign-off on initial success criteria.

• Establish and maintain a regular cadence with assigned accounts, including the creation of lifecycle success plans.

• Develop business unit maps in collaboration with Account Owners to identify areas of opportunity within each account.

Retention & Relationship Management

• Collaborate with Account Management partners to build and execute joint success plans.

• Maintain a bi-weekly engagement cadence and a strong understanding of the product to recommend relevant features and solutions.

• Schedule and co-present Executive Business Reviews (EBRs) with Account Owners, tailoring the discussion to customer goals and outcomes.

• Identify expansion and technical opportunities proactively, working with Account Owners to shape strategic plans.

• Address customer issues early, mitigating churn risks through proactive engagement and support.

• Act as an escalation point during critical service disruptions, ensuring high availability and responsiveness.

• Conduct quarterly business reviews to reinforce LogicMonitor value and gather evolving client goals and feedback.

• Manage complex enterprise relationships, including integration cycles and collaboration across customer sub-teams.

• Serve as the voice of the customer internally, advocating for enhancements to better serve client needs.

• Cultivate customer advocates and encourage participation in LogicMonitor initiatives, such as webinars, roadshows, and beta feedback.

Expansion & Growth Strategy

• Partner with Sales Account Owners to drive account growth and expansion within identified whitespace.

• Collaborate with customer advocates to develop strategic growth plans, set expectations, and define expansion goals.

• Identify and promote technical expansion opportunities (e.g., add-ons, LogicModules, integrations), coordinating demos and engagement.

• Document all expansion opportunities in Salesforce (SFDC) and align closely with the Account Owner on next steps.

What You’ll Need:

• Bachelor’s degree or equivalent, preferably in a technical discipline.
• 7+ years of experience in account management, customer success, customer support, or technical product training and value articulation—preferably within a SaaS (IT) company.
• Proven ability to navigate unfamiliar situations, develop creative solutions, de-escalate critical issues, and ensure client success.
• Demonstrated success managing large, complex accounts and building strong customer relationships.
• Exceptional verbal and written communication skills, with the ability to convey technical and business concepts to VP and C-level audiences.
• Strong growth mindset; stays current on technical knowledge and product expertise, and excels at developing strategic plans aligned with business objectives and customer success.
• Ability to thrive in a fast-paced, dynamic environment amid significant growth.
• High emotional intelligence (EQ); able to understand others, identify what motivates them, and align efforts toward shared goals.
• Advanced understanding of ITIM, monitoring, cloud computing, and Software as a Service (SaaS) models.
• Proficiency in Salesforce, Slack, and Google Suite is a plus.
• Willingness to travel 2–3 times per quarter.

Click here to read our International Applicant Privacy Notice.

LogicMonitor is an Equal Opportunity EmployerAt LogicMonitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective. We’re committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best.

For us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed. We don’t just open doors; we invite you to step through and be part of something bigger. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

#LI-LT1 #LI-Hybrid #BI-Hybrid

Our goal is to ensure an accessible and inclusive experience for every candidate.

If you need a reasonable accommodation during the application or interview process under applicable local law, please submit a request via this Accommodation Request Form.

Know your rights: workplace discrimination is illegal. Please click here to review LogicMonitor’s U.S. Pay Transparency Nondiscrimination Provision.