Customer Success Manager

• Customer Success Managers own the relationship, adoption and success for a book of customers, from onboarding through to renewal
• Consult with customers to understand their business, product, and application goals and confirm value delivery/ROI
• You’ll help define strategy to deliver maximum value through the LogRocket platform and partnership
• You’ll be responsible for successfully onboarding new customers focused on their time to value for their priorities, projects and use cases
• The CSM is responsible for being multi-threaded across teams and executives, executed through regular emails, informal weekly calls, monthly health-checks, QBRs & Executive Business Reviews
• The CSM proactively monitors and takes action to ensure broad team feature usage, positive health scores, and demonstrated value, to achieve high retention rates, and strong customer revenue growth
• CSMs keep account plans to white-space and uncover upsell opportunities in their accounts. For assigned customers, CSM also collaborate with LogRocket Account Managers to extend the use of LogRocket to new teams and applications to increase ARR
• CSMs are the bridge and liaison between customer, product and support to ensure customer tickets and feature requests are managed, communicated, and closed out appropriately
• You’ll be responsible for proactively managing retention and upsell pipeline and forecasts to exceed quarterly goals, keeping internal CRM platforms up to date

Benefits

• Stock Options: Full-time employees receive stock options - we believe that we all should own a piece of the incredible company we’re building
• Health, Dental & Vision Coverage: Our robust nationwide health plans give you the flexibility to select the right coverage for you and your family through a variety of plan options
• Unlimited PTO: Enjoy time to travel, plan a staycation, or just take a day off when needed with our unlimited PTO policy. Each employee is afforded the flexibility to rest and recharge
• Parental Leave: Balancing work and family is essential, so LogRocket offers three months of fully-paid parental leave to any employee welcoming a child into their home
• Learning & Development: We know how important career growth is, so we offer a yearly stipend to help support continued development throughout your journey
• Lunch & Snacks: Free catered lunches three days a week plus unlimited snacks and cold brew in our office
• Social Activities: From trivia to chocolate making to virtual paint nights, we ensure employees are fostering connections and building strong relationships
• 401(K): Plan and invest for the future with a 401(k) via Guideline. LogRocket’s 401(k) plan provides you an opportunity to defer compensation for your long-term savings

• Experience with customer support, technical customer support, or solution engineering desired
• Love for start-ups is a must!
• Experience in building and/or supporting customer retention, churn, and upsells
• Technology industry experience preferred
• Drive long-term customer adoption through scalable onboarding with multiple departments and use cases
• Proven track record of managing successful cross-functional programs that drive customer success
• Self-learner and self-starter, able to become a product expert and customer advocate
• Ability to work cross-departmentally with internal teams such as sales, product, and support
• 1-2+ years experience in product management and/or data analytics role
• Ability to work with key champions, build relationships and uncover potential areas of expansion
• Excellent written and verbal skills (you will be leading calls with Executives and other key stakeholders)
• Demonstrated ability to communicate both technical and business concepts
• Strong organizational skills and detail-oriented skills needed
• Even if you don’t meet all of the listed requirements, we still encourage you to apply. We believe learning is a vital component of success in any role here at LogRocket, and we’re happy to chat with folks from non-traditional backgrounds for our open roles