Manager, Customer Success

Manager, Customer Success

Remote / Chicago, IL or Seattle, WA (Hybrid)

Logic Gate® is the leading AI GRC platform for the Enterprise, helping governance, risk, and compliance teams limit surprises, strengthen resilience, augment program performance, and confidently quantify impact and business value. Built to provide a centralized view of risk and compliance, with AI intelligence woven into the platform's core, Logic Gate delivers real-time insights and actionable data to help drive current business decisions, with the flexibility to scale alongside evolving business needs.

Recognized as a Leader in the GRC Market, Logic Gate continues to further solidify its position as a best-in-class platform.

At Logic Gate, we recognize that exceptional talent comes in all shapes and forms, and that there is no such thing as a 'perfect' candidate. The qualifications below represent the core competencies, skills, and experiences that align most closely with the day-to-day responsibilities of this role—if you don't check every single box and are excited about this work, we still highly encourage you to apply.

As the Manager of Customer Success, you will act as a force multiplier for a high-performing team, driving engagement and reinforcing a culture of accountability. While balancing people leadership with strategic oversight of a client portfolio, you will coach your team to master complex enterprise renewals, mitigate churn risks, and help our clients maximize business value through our leading AI GRC platform, Risk Cloud.

This role requires up to 50% travel to maintain strong customer relationships, support strategic account engagement, and collaborate with internal stakeholders.

• Lead, mentor, and develop a team of Customer Success Managers across both the United States and the United Kingdom. Drive professional growth by conducting regular career development conversations, managing performance cycle frameworks, and building the team's collective commercial and GRC expertise.
• Own team-level renewal, retention, and expansion performance metrics. Maintain absolute visibility into your team's book of business, accurately tracking forecasts and actively engaging to support your direct reports in proactive "save" activities for at-risk accounts.
• Serve as a point of issue escalation and provide a meaningful leadership presence on complex customer situations. Step into multi-threaded enterprise accounts when a leadership voice is required, coaching CSMs on how to navigate difficult commercial conversations with executive stakeholders.
• Assist with the continuous improvement of the Customer Success department by developing, maintaining, and scaling internal standards, operational playbooks, and customer retention strategies.
• Cascade company and department objectives to your team using the OKR framework. Partner with direct reports to establish, review, and measure clear business targets and individual growth areas within Lattice.
• Partner seamlessly with Sales, Implementation Services, and Product teams to eliminate friction across customer handoffs, deliver Executive Business Reviews, and share product feedback internally.
• Coach your team on how to strategically advise customers on leveraging Risk Cloud's built-in AI capabilities and automated workflows. Model an innovative mindset by encouraging the utilization of generative AI tools to optimize daily workflows, documentation, and internal efficiencies.
• Actively participate in the employee lifecycle by refining role scopes, interviewing diverse talent, and making thoughtful leveling and compensation recommendations.

• 5+ years of experience in customer success, account management, or an enterprise client-facing role within the B2B SaaS ecosystem.
• 2+ years of formal people management or dedicated team leadership experience with direct accountability for team-level retention, forecasting, and coaching outcomes.
• Experience working within a highly configurable low-code/no-code SaaS environment serving risk, compliance, or security practitioners.
• Demonstrated ability and passion for developing individual contributors and driving…