Customer Success Manager

About LogRocket

Founded in 2016, LogRocket's goal is to make every experience on the web as perfect as possible. We're solving a huge challenge for product managers and developers - understanding the user experience. LogRocket is the first system that gives these teams complete visibility into their customer's experience using their web apps - through pixel-perfect replays of user sessions and clear insight into logs, errors, and network activity. We've already attracted an elite roster of over 3,000 customers including ClassPass, Capital One, Cisco, and Rippling, just to name a few. Our focus is on building software with care and craftsmanship and our engineering blog posts offer a taste of that.

Backed by top investors such as Matrix Partners, Battery Ventures, and Delta-V Capital, we've raised $55M in funding, and we're eager to bring talented people onboard to support our growth. We're on a mission to improve society's experience with software and that's where you come in.

Qualifications

• 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!

Responsibilities

• Customer Success Managers 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
• You’ll help define strategy to deliver maximum value through the LogRocket platform and partnership
• You’ll be responsible for successfully onboarding new customers focused on their time to value for their priorities, projects and use cases
• The CSM is responsible for being multi-threaded across teams and executives, executed through regular emails, informal weekly calls, monthly health-checks, QBRs & Executive Business Reviews
• The CSM proactively monitors and takes action to ensure broad team feature usage, positive health scores, and demonstrated value, to achieve high retention rates, and strong customer revenue growth
• CSMs keep account plans to white-space and uncover upsell opportunities in their accounts. For assigned customers, CSM also collaborate with LogRocket Account Managers to extend the use of LogRocket to new teams and applications to increase ARR.
• CSMs are the bridge and liaison between customer, product and support to ensure customer tickets and feature requests are managed, communicated, and closed out appropriately
• You’ll be responsible for proactively managing retention and upsell pipeline and forecasts to exceed quarterly goals, keeping internal CRM platforms up to date

Benefits & Perks

• Extensive health, dental, vision benefits, 401k and commuter benefits
• Open vacation policy - we all work hard and take time for ourselves when we need it, no strings attached
• Three months of fully-paid parental leave to any employee welcoming a child into their home
• 401k and commuter benefits
• Generous stock options - we all get to own a piece of what we’re building
• Regular team outings and activities (from boat rides to paintball, we’ll try anything!)
• Flexible working hours and location
• Monthly employee gifts
• For those in the office, catered lunches throughout the week and a fully stocked kitchen with all your favorite snacks (healthy & non-healthy)