Customer Success Manager

Why Work for Us

• Culture built on doing the right thing
• Work at the forefront of cybersecurity and emerging technologies
• Collaborative, growth-oriented environment
• Competitive compensation and benefits
• Opportunities for professional development and advancement
• Make a real impact by helping organizations reduce risk and build resilience

The Customer Success Manager (CSM) drives growth and customer success within the base of current customers. The primary duty is to promote customer retention and loyalty and ensure customer engagement with services and products remains high. The CSM will effectively plan and prioritize a high volume of customer activities and requests to manage customer issues and requests. This role does not carry a quota.

• Assist in developing success plans and strategies for customers, focusing on supporting long-term relationships and reducing churn.
• Perform follow-up tasks as part of marketing campaigns to ensure customer engagement and satisfaction.
• Aim for high customer satisfaction scores, ensuring customers are referenceable and receive annual NPS scores >8.
• Monitor customer agreements and help manage change requests and approvals as needed.
• Maintain customer information and activity in CRM tools like Salesforce, ensuring accurate record-keeping and adherence to procedures.
• Identify opportunities to expand product and service usage with existing customers and support managing these opportunities.
• Ensure customer contact information is updated and current in Salesforce and Connect Wise.
• Organize monthly check-ins with regional service teams to align client needs and gather feedback.
• Collaborate with Marketing to develop customer appreciation initiatives and engagement activities.
• Act as a customer advocate by collaborating with cross-functional teams such as Marketing, Sales, Product, Service, Finance, and Engineering to enhance processes and improve customer satisfaction and retention.
• Assist with special projects as requested by leadership.
• 10-20% travel required.

• Associate’s degree in management, Information Technology, Computer Science, or commensurate experience required.
• 1 year of experience in customer success, sales, or consulting capacity.
• Familiarity with IT services such as Microsoft O365, Cloud, or Network Security is helpful; additional training will be provided.
• Basic knowledge of CRM systems like Salesforce, Connect Wise, or Microsoft Dynamics is advantageous.
• Solid understanding of cybersecurity or managed IT services, and their relation to solving SMB, mid-market, and enterprise challenges.
• Experience working cross-functionally with an account team, including both Account Managers and SMEs, providing account management support to assigned projects and service teams.
• Ability to work in a team environment and demonstrate leadership, presentation, and planning ability, as well as verbal and written communication skills.
• Business acumen; translating business requirements into related solutions.
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time.
• Active listener with excellent oral and written communication skills, and ability to handle difficult conversations.
• Sound problem-solving technique with ability and persistence to generate options and select best solution.
• Ability to build relationships based on trust to enable collaboration and cooperation among team members and internal/external stakeholders.
• Ability to communicate effectively with customers and various levels of management both verbally and in written form.
• Ability to manage multiple sales opportunities in a fast-paced environment.
• Team player mentality and willingness to share knowledge with others.

Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.