Customer Success Manager

Boston or NYCCustomer Success /Full Time /Hybrid About Log Rocket Founded  in 2016, Log Rocket's goal is to make every experience on the web as perfect as possible. We're solving a huge challenge for product managers and developers - understanding the user experience. Log Rocket is the first system that gives these teams complete visibility into their customer's experience using their web apps - through pixel-perfect replays of user sessions and clear insight into logs, errors, and network activity.

We've already attracted an elite roster of over 3,000 customers including Class Pass, Capital One, Cisco, and Rippling, just to name a few. Our focus is on building software with care and craftsmanship and our engineering blog posts offer a taste of that.

Backed by top investors such as Matrix Partners, Battery Ventures, and Delta-V Capital, we've raised $55M in funding, and we're eager to bring talented people onboard to support our growth. We're on a mission to improve society's experience with software and that's where you come in.

Qualifications1-2+ years experience in product management and/or data analytics role

Experience with customer support, technical customer support, or solution engineering desired

Experience in building and/or supporting customer retention, churn, and upsells

Ability to work with key champions, build relationships and uncover potential areas of expansion

Self-learner and self-starter, able to become a product expert and customer advocate

Strong organizational skills and detail-oriented skills needed

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

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

Ability to work cross-departmentally with internal teams such as sales, product, and support

Technology industry experience preferred

Love for start-ups is a must!

Responsibilities 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/ROIYou’ll help define strategy to deliver maximum value through the Log Rocket 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 growthCSMs keep account plans to white-space and uncover upsell opportunities in their accounts.

For assigned customers, CSM also collaborate with Log Rocket Account Managers to extend the use of Log Rocket 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 & Perks Extensive health, dental, vision benefits, 401k and commuter benefits

Open vacation policy - we all work hard and take time for ourselves when we need it, no strings attached

Three months of…