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 Sydney, Australia. Our office is located in the Sydney CBD, close to Town Hall and Hyde Park. Across the globe, our Centers 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 Centers 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, minimize alert fatigue, proactively predict trends, and maximize 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 Customer Success Manager (CSM) at LogicMonitor plays a pivotal role in ensuring the product and partnership success of our valued customers. Through collaboration and a customer-centric approach, the CSM will coach clients to achieve their business goals, maximize the value derived from the LogicMonitor platform, and foster long-term relationships.
Here's a closer look at this key role:
- Adoption
- Assist accounts through the defined implementation and onboarding process.
- Provide initial basic training to new accounts, ensuring a smooth introduction to the LogicMonitor platform.
- Consult during onboarding to share best practices and ensure clients receive value in the first 90 days.
- Shepherd clients through professional services engagements, ensuring active participation and timely project completion.
- Formulate an ongoing meeting cadence with each assigned account, becoming their trusted advisor and advocate within LogicMonitor.
- Retention
- Engage in prescribed proactive activities, meeting quarterly objectives.
- Demonstrate understanding of data center infrastructure technology and articulate effective infrastructure and monitoring strategies.
- Identify potential issues within your account base and proactively address them to mitigate churn risk.
- Conduct regular "health checks" to drive satisfaction, adoption, retention, and reduce churn.
- Work closely with Technical Support as an escalation point to address customer issues during critical situations and outages.
- Conduct regular business reviews showcasing LogicMonitor value and gaining insights into clients' goals and challenges.
- Encourage customer participation in LogicMonitor initiatives such as webinars, roadshows, and 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 counterparts.
- Articulate growth plans, expectations, and successes, contributing to the long-term growth pipeline within your accounts.
- Work collaboratively with LogicMonitor Solution Architects to determine appropriate services and products for deployments and maintenance.
- Collaborate with the billing team to assist with the remediation of past due balances.
- Escalation Handling
- Act as the primary point of contact for customer escalations.
- Collaborate with Account Owners, Executives, and cross-functional teams to address issues promptly and effectively.
- Customer Advocacy
- Foster strong relationships with customers, turning them into advocates for LogicMonitor.
- Encourage participation in case studies, testimonials, and other advocacy initiatives.
- 3-5 years’ experience in account management, customer success, customer support, or technical product training and value articulation with a preference at a SaaS company (IT).
- Applicable knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
- Experience with presenting to management teams, including executives
- Proficient in stepping into unfamiliar situations and de-escalating critical issues to ensure clients are positioned for success with limited managerial support
Click here to read our International Applicant Privacy Notice.
LogicMonitor is an Equal Opportunity Employer
At 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, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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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.
Top Skills
What the Team is Saying
What We Do
LogicMonitor® offers hybrid observability powered by AI. The company’s SaaS-based platform, LM Envision, enables observability across on-prem and multi-cloud environments. We provide IT and business teams operational visibility and predictability across their technologies and applications to focus less on troubleshooting and more on delivering extraordinary employee and customer experiences. For more information, visit www.logicmonitor.com.
Why Work With Us
We love going to work and think you should too. We are customer-obsessed, work as one agile team, and strive to be better every day while building trust. These are our core values. So it's no surprise that we work hard and genuinely have fun working with each other as we expand our global presence and achieve record-breaking success.
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LogicMonitor Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We call our offices Centers of Energy, because they’re where we accelerate work, spark creativity, and ignite our culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.
