{"id":1546626,"url":"https://alion.io/job/logicmonitor-sr-director-customer-success","title":"Sr. Director, Customer Success","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":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":183435,"max":250000,"currency":"USD","period":"year","gross":null,"usd_annual":250000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":false}],"status":"closed","first_seen_at":"2026-09-30T17:32:11Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-23T21:50:04Z","board_verified":false,"closed_at":"2026-10-23T21:50:04Z","days_open":23,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":23},"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 role is open to candidates based in or near Austin, TX. Our Austin office is based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake. At LogicMonitor, we hire within our Centers of Energy-vibrant locations where our teams connect, collaborate, and innovate.\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 Senior Director, Customer Success - Americas is responsible for developing and executing the customer success strategy for LogicMonitor’s largest and most commercially significant region.\nThis leader will own the customer success operating model across the Americas, with primary accountability for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer value realization, successful renewals, and expansion. The role will lead a high-performing Customer Success organization, modernize customer engagement practices, strengthen executive relationships, and ensure that customers realize measurable business value from LogicMonitor.\nThe successful candidate will be a strategic operator who can translate company objectives into repeatable Customer Success practices. They will champion a Customer Business Value-first mindset, use data and artificial intelligence to improve decision-making and scale execution, and continuously evaluate the organization’s talent, structure, capabilities, and processes.\nThis role reports to the Vice President, Customer Experience and partners closely with Sales, Professional Services, Support, Product, Marketing, Finance, and Executive Leadership.\nHere's a closer look at this key role:\n\nRegional Customer Success Strategy and Commercial Performance\nDefine and execute the Customer Success strategy for the Americas region in alignment with LogicMonitor’s corporate objectives.\n\nOwn regional performance against GRR, NRR, renewal rate, churn, contraction, expansion, adoption, customer health, and customer value realization metrics.\n\nEstablish clear operating rhythms, performance expectations, forecasting practices, and accountability mechanisms for the Americas Customer Success organization.\n\nSegment customers by value, complexity, risk, growth potential, lifecycle stage, and strategic importance to ensure the right level of engagement and coverage.\n\nDevelop scalable approaches for enterprise, strategic, commercial, and digital success customer segments.\n\nPartner with Sales and Account Management to identify and execute expansion opportunities grounded in demonstrated customer value.\n\nBuild accurate, data-informed renewal and risk forecasts, ensuring that risks are identified early and supported by clear mitigation plans.\n\nCustomer Business Value Leadership\nDrive a Customer Business Value-first mindset across Customer Success and related customer-facing functions.\n\nEnsure customer conversations consistently connect LogicMonitor’s capabilities to measurable business outcomes, including operational efficiency, resilience, risk reduction, productivity, cost optimization, and improved business performance.\n\nLead by example by building trusted relationships with CIOs, CTOs, infrastructure leaders, and other key customer executives.\n\nPersonally engage in strategic customer business reviews, executive sponsor meetings, renewal discussions, and value realization conversations.\n\nEstablish repeatable frameworks for value discovery, success planning, executive alignment, outcome measurement, and value communication.\n\nEquip Customer Success Managers and leaders to articulate business value in language that resonates with technical and business stakeholders.\n\nUse customer outcomes and quantified value to support successful renewals, referenceability, advocacy, and growth.\n\nAI-Enabled Customer Success Transformation\nChampion the responsible and effective use of ChatGPT and other artificial intelligence tools across Customer Success.\n\nIdentify opportunities to automate and improve customer success processes, including account research, meeting preparation, success planning, business reviews, health analysis, renewal preparation, customer communications, and follow-up.\n\nEstablish practical standards and governance for the use of AI in customer-facing work, including data privacy, accuracy, security, human oversight, and appropriate use of customer information.\n\nUse AI to analyze customer data, product usage, engagement, support interactions, sentiment, renewal history, and commercial signals to improve risk forecasting and prioritization.\n\nPartner with Operations, Data, Information Security, and Technology teams to embed AI-enabled workflows into Customer Success systems and operating processes.\n\nDevelop a culture of experimentation, continuous improvement, and measurable productivity gains through AI adoption.\n\nModernizing Customer Success Practices\nTransform Customer Success practices, roles, processes, and systems to modernize how LogicMonitor engages customers and promotes successful outcomes.\n\nExecute Customer Experience Autonomous IT Strategy by crafting Customer Success methods, practices, playbooks and metrics to promote Customer AI success and business value\n\nAssess and improve the end-to-end customer lifecycle, from implementation and onboarding through adoption, value realization, renewal, expansion, and advocacy., and transition.\n\nEstablish consistent engagement standards for executive alignment, success planning, adoption programs, proactive risk management, customer executive business reviews, and renewal readiness.\n\nImprove the quality and usability of customer health scores, ensuring they incorporate meaningful signals rather than relying solely on activity or subjective assessments.\n\nDevelop proactive, data driven customer programs that address adoption gaps, business priorities, product changes, risk indicators, and expansion opportunities.\n\nImprove collaboration and handoffs among Customer Success, Sales, Support, Services, Product, and Marketing.\n\nIdentify opportunities to increase scale, consistency, efficiency, and customer impact through automation, digital engagement, enablement, and process redesign.\n\nEstablish clear documentation, playbooks, methodologies, and success standards that can be consistently adopted across the Americas team.\n\nTalent, Organization, and Leadership\nEvaluate the current Customer Success organization, including talent, leadership capability, role clarity, capacity, coverage models, skills, and succession readiness.\n\nDetermine what organizational, talent, and capability changes are required to support LogicMonitor’s growth strategy.\n\nManage, lead and coach a team of 50+ Customer Success Managers, including Customer Success Leaders\n\nBuild and maintain a high-performing leadership team with clear accountability for customer outcomes and commercial performance.\n\nRecruit, develop, coach, and retain exceptional Customer Success leaders and individual contributors.\n\nEstablish competency models, career paths, performance expectations, and development plans for Customer Success roles.\n\nIdentify capability gaps and implement targeted hiring, coaching, training, or organizational changes.\n\nCreate an inclusive, high-accountability culture centered on customer outcomes, continuous learning, operational excellence, and collaboration.\n\nServe as a mentor and thought partner to Customer Success leaders and high-potential employees.\n\nExecutive and Cross-Functional Partnership\nRepresent the voice of the Americas customer across LogicMonitor’s leadership team.\n\nProvide clear, concise reporting and insight into customer health, renewal risk, retention performance, expansion potential, customer value, and organizational effectiveness.\n\nPartner with Finance and Revenue Operations to improve forecasting accuracy, reporting integrity, and commercial visibility.\n\nCollaborate with Product and Engineering to communicate customer priorities, adoption barriers, competitive dynamics, and opportunities for product improvement.\n\nPartner with Marketing to strengthen customer advocacy, references, testimonials, community engagement, and customer-led growth.\n\nWork closely with Sales leadership to establish shared accountability for retention, expansion, executive alignment, and account planning.\n\nServe as a senior escalation point for strategic customers and complex customer situations.\n\nRepresent LogicMonitor with customers, partners, and industry stakeholders as a credible Customer Success and observability leader.\n\nWhat You'll Need:\n10 or more years of experience in Customer Success, Account Management, Services, or a related customer-facing function within a B2B SaaS or technology company.\n\nAt least 5 years of experience, in a senior leadership role, leading Customer Success Teams\n\nDemonstrated accountability for GRR, NRR, renewals, churn, expansion, or comparable commercial outcomes.\n\nExperience leading Customer Success across a large and diverse customer base.\n\nProven success modernizing Customer Success operating models, processes, tools, or organizational structures.\n\nExperience engaging effectively with C-level and senior executive stakeholders.\n\nDemonstrated ability to connect technology adoption to measurable business outcomes.\n\nExperience using customer data, analytics, health scoring, and forecasting to drive decisions.\n\nPractical understanding of generative AI and its applications in Customer Success, customer analysis, and workflow automation.\n\nExperience evaluating organizational capability and making thoughtful talent, structure, and role-design decisions.\n\nStrong understanding of SaaS customer lifecycles, recurring revenue models, renewals, expansion, and customer value realization.\n\nExceptional written, verbal, presentation, and executive communication skills.\n\nBachelor’s degree or equivalent professional experience.\n\nResidents of California, click Here to view our California Applicant Privacy Notice.\nAnticipated Application Close Date: 11/23/26\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. 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