Customer Success Manager

Founded in 2016, LogRocket's goal is to make every experience on the web as perfect as possible. LogRocket gives product managers and developers complete visibility into their customers' experience using web apps, through pixel-perfect replays of user sessions and clear insight into logs, errors, and network activity. LogRocket has over 3,000 customers including ClassPass, Capital One, Cisco, and Rippling, and is backed by Matrix Partners, Battery Ventures, and Delta-V Capital, with $55M raised in funding.

Responsibilities

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; Help define strategy to deliver maximum value through the LogRocket platform and partnership; Successfully onboard new customers focused on their time to value for their priorities, projects and use cases; Be multi-threaded across teams and executives through regular emails, informal weekly calls, monthly health-checks, QBRs & Executive Business Reviews; Proactively monitor and take action to ensure broad team feature usage, positive health scores, demonstrated value, high retention rates, and strong customer revenue growth; Keep account plans to white-space and uncover upsell opportunities; Collaborate with LogRocket Account Managers to extend the use of LogRocket to new teams and applications to increase ARR; Act as the bridge and liaison between customer, product and support to ensure customer tickets and feature requests are managed, communicated, and closed out appropriately; Proactively manage retention and upsell pipeline and forecasts to exceed quarterly goals, keeping internal CRM platforms up to date

Requirements

1-2+ 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!

Nice to have

Technology industry experience preferred; Love for start-ups

Benefits

Extensive health, dental, vision benefits; 401k and commuter benefits; Open vacation policy; Three months of fully-paid parental leave; Generous stock options; Regular team outings and activities; Flexible working hours and location; Monthly employee gifts; Catered lunches and a fully stocked kitchen for those in the office