{"id":1220827,"url":"https://alion.io/job/logicmonitor-principal-customer-success-manager","title":"Principal Customer Success Manager","company":{"id":514,"name":"LogicMonitor","domain":"logicmonitor.com","url":"https://alion.io/company/remotely","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":92,"open_postings":6,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":58,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":152000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Looker","optional":false}],"status":"closed","first_seen_at":"2026-09-23T08:01:15Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-14T12:00:29Z","board_verified":false,"closed_at":"2026-10-14T12:00:29Z","days_open":21,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":21},"description":"About Us: \nWe love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.\nThis position is located in London, England. Our office is situated in a core location near Waterloo and Blackfriars on the Southbank. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.\nTo learn more about life at LogicMonitor, check out our Careers Page.\nWhat You'll Do:\nLogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.\nOur customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the seventh year in a row! \nThe Principal Customer Success Manager is a senior individual contributor responsible for developing and managing LogicMonitor’s post-sales relationship with our most strategic, complex and high-value customers. The role is accountable for driving measurable customer outcomes, retention, expansion, executive alignment and long-term value realisation, while influencing Customer Success strategy and best practice across the wider organisation.\nThrough partnership and collaboration, you will coach customers to achieve their business goals and maximise value from their investment in the LogicMonitor platform. You will interact with customers daily to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. The PCSMis responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy. The Principal CSMacts as the strategic orchestrator for assigned customers, bringing together Account Owners, Executive Sponsors, Professional Services, Support, Product and Engineering where required. They lead complex customer situations without formal authority, ensure clear accountability across internal teams, and maintain alignment between customer business outcomes and LogicMonitor’s commercial and product strategy.\nAs an AI-forward company, LogicMonitor expects Principal Customer Success Managers to use approved AI tools confidently and responsibly as part of their day-to-day work. This includes accelerating account research and preparation, synthesizing customer and platform insights, improving the quality and efficiency of customer communications and business reviews, and identifying opportunities to deliver greater customer value. AI fluency in this role means knowing where AI can augment judgement and productivity, validating outputs, protecting customer and company data, and continuously adapting as our AI capabilities evolve.\nHere's a closer look at this key role:\n\nInternal\nServes as SME for LMBest practices and add-on options\n\nActs as a force multiplier across Customer Success by identifying recurring challenges, codifying best practices, developing reusable frameworks and coaching colleagues on strategic account management, executive engagement and complex customer situationsDevelops presentation and presents to team based on submitted ideas\n\nLeads difficult customer and internal conversations with confidence, navigating ambiguity, competing priorities and complex stakeholder environments with minimal supervision\n\nConstantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn\n\nImprove upon our existing approaches to customer engagement and account management leveraging the CSand Account Owner toolset (Gainsight and Looker)\n\nUse LogicMonitor-approved AI tools to augment customer and account workflows, including research, analysis, meeting preparation, success planning, executive communications, and synthesis of customer insights; apply sound judgement, validate outputs, and follow company requirements for data privacy and responsible AI use\n\nShare effective AI-enabled workflows, prompts and learnings with the wider Customer Success organisation to improve team productivity and customer outcomes\n\nLogicMonitor Certified Expert - participate in PSbootcamp and pass final exam\n\nInfluence Customer Success strategy, operating models and processes by identifying systemic opportunities for improvement and partnering with CSleadership to scale effective practices\n\nLead cross-functional alignment across Sales, Professional Services, Support, Product and Engineering for strategically important customer initiatives\nAggregate customer themes and insights across the portfolio, distinguishing between adoption challenges, product gaps and broader market needs, and provide structured feedback to Product and leadership\n\nOn-boarding and Adoption\nDevelop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identifiedMeet with clients at least bi-weekly through on-boarding process to ensure initial business objectives being met\n\nConsult during the on-boarding process as to best practices and provide product trainings to new accounts and business units\n\nShepherd clients through professional services engagements ensuring their active participation and timely completion of all projects\n\nHost on-boarding plan review session and obtain sign off of initial success criteria\n\nEstablish a bi-weekly cadence commitment for all assigned accounts\n\nOwn and continuously evolve strategic Success Plans that connect LogicMonitor adoption to measurable customer outcomes and provide a shared framework for executive alignment, prioritisation and value realisation\n\nBuild Business Unit map with Account Owner to provide a clear view of business and opportunities at each account\n\nRetention\nWork closely with your Account Management counterpart to develop a joint success plan for your customers\n\nEstablish an engagement model appropriate to each strategic customer based on business priorities, stakeholder requirements, lifecycle stage, risk and opportunity\n\nMaintain a deep understanding of LogicMonitor’s platform and broader observability landscape, translating capabilities into relevant business, operational and technology outcomes for strategic customers\n\nSchedule Executive Business Review with Account Owner and appropriate customer executives and present as a team at customer site\n\nProactively identify technical and expansion opportunities and work with Account Owner to develop strategic plan of approach\n\nAddress customer experience issues prior to the issues creating a churn risk\n\nWork with Technical Support to understand your customer's issue, and assist as an escalation point of contact\n\nMaintain high availability to customers during critical service disruptions and outages\n\nLead executive business reviews that demonstrate realised value, measurable outcomes, strategic priorities, adoption maturity, risks and future opportunities, adapting the narrative appropriately for executive, technical and operational audiences\n\nManage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer sub-teams\n\nServe as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention\n\nBuild advocates within each account and encourage customer participation in LogicMonitor initiatives (example: Webinars, Roadshows, Product Beta Feedback)\n\nMaintain a clear forward-looking view of renewal readiness across the portfolio, proactively addressing adoption, relationship, product, commercial and competitive risks well ahead of renewal\n\nProtect customer ARR by identifying and mitigating risks before they become renewal or contraction events\n\nBuild credible relationships with CIO, CTO, VP Infrastructure, Observability and other senior technology leaders, positioning LogicMonitor as a strategic partner rather than solely a technology vendor\n\nExpansion\nPartner with Sales Account Owners to ensure the growth and expansion of available whitespace within customer base\n\nDevelop a strategic growth plan with customer advocates and articulate expectations, and goals\n\nIdentify expansion opportunities by understanding evolving customer business and technology priorities and connecting those needs to relevant LogicMonitor capabilities, products and services\n\nDocument all details of expansion opportunities within SFDCopportunity and coordinate with Account Owner\n\nWhat You'll Need:\nBachelor's Degree or equivalent - preferably in a technical discipline\n\n8 + years' minimum experience in technical customer success, customer support, or technical product training and value articulation with a preference at a SaaS company\n\nStrong knowledge of enterprise IT infrastructure, cloud, networking, observability and IT operations concepts, with the ability to engage credibly with technical and executive stakeholders\n\nExpert ability to develop strategic Success Plans that connect customer business objectives, technology priorities, measurable outcomes, adoption, risk, renewal and expansion\n\nExpert ability to present data and strategic insights to executive teams, including C-level, and adapt approach to audience\n\nDemonstrated AI fluency, including practical experience using generative AI or AI-assisted tools to improve research, analysis, communication, planning, or productivity; able to apply appropriate judgement, validate AI-generated outputs, and use AI responsibly in a customer-facing environment\n\nThe ability to work in a fast-paced dynamic environment during tremendous growth\n\nWillingness to travel 2-3 times per quarter\n\nClick here to read our International Applicant Privacy Notice.\nLogicMonitor is an Equal Opportunity Employer\n At LogicMonitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective. We’re committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best.\nFor us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed. We don’t just open doors; we invite you to step through and be part of something bigger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.\n#LI-LT1 #LI-REMOTE #LI-Hybrid #BI-Hybrid\n\nOur goal is to ensure an accessible and inclusive experience for every candidate.\nIf you need a reasonable accommodation during the application or interview process under applicable local law, please submit a request via this Accommodation Request Form.\nKnow your rights: workplace discrimination is illegal. 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