DACH Customer Success Manager (German Speaking)

TN United Kingdom; London; On-site; GBP 40,000 - 80,000

Job description

Social network you want to login/join with:

DACH Customer Success Manager (German Speaking), London

Client: LogicMonitor

Location: London, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference:

0fc86924c062

Job Views:

4

Posted:

28.03.2025

Expiry Date:

12.05.2025

Job Description:

What You'll Do:

The Customer Success Manager is responsible for the product and partnership success of the LogicMonitor customer. Through collaboration, you will coach customers to achieve their business goals and maximize value from their investment in the LogicMonitor platform. You will interact with customers regularly to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. The CSM is responsible for all aspects of client account success, including training, onboarding, adoption, retention, growth, and advocacy. The CSM is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executives, and other cross-functional teams, focused on helping our customers achieve their business goals.

Here's a closer look at this key role:

Adoption

1. Assist accounts through defined implementation and onboarding process
2. Provide initial basic training to new accounts
3. Consult during the onboarding process as to best practices and ensure clients receive value from LogicMonitor during the first 90 days
4. Shepherd clients through professional services engagements ensuring their active participation and timely completion of all projects
5. Formulate ongoing meeting cadence with each assigned account
6. Become the customer's trusted advisor and advocate inside of LogicMonitor

Retention

1. Engage in prescribed proactive activities, meeting quarterly objectives
2. Understand data center infrastructure technology, and effectively articulate infrastructure and monitoring strategies
3. Identify possible issues inside of your account base, and assist accordingly
4. Identify proactive opportunities to work with and provide "value" to your customers
5. Address customer experience issues prior to the issues creating a churn risk
6. Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
7. Work with Technical Support to understand your customer's issue, and assist as an escalation point of contact
8. Provide constant availability to your customer set during critical situations and outages
9. Conduct regular business reviews within your accounts showcasing LogicMonitor's value and learning about clients goals and challenges
10. Encourage customer participation in LogicMonitor initiatives (example: Webinars, Roadshows, Product Feedback)

Expansion

1. Coordinate with sales account executives to ensure the growth and expansion of your accounts
2. Identify growth opportunities within your accounts and forward leads to account executive counterpart
3. Articulate growth plans, expectations, and successes
4. Grow and expand the long-term growth pipeline within your accounts by understanding your customer's monitoring strategy and needs
5. Work with LogicMonitor's Solution Architects to determine appropriate services products for deployments and maintenance
6. Work with the billing team to assist with the remediation of past due balances

What You'll Need:

1. Bachelor's Degree preferred, with a preference for technical degrees such as computer science or computer information systems
2. 2+ years’ experience in account management, customer success, customer support, or technical product training and value articulation with a preference at a SaaS company (IT)
3. Intermediate-level knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
4. Experienced in stepping into unfamiliar situations, de-escalating critical issues, ensuring clients are positioned for success with minimal managerial support
5. Experience in developing all-inclusive success plans to help drive LM alignment with customer's overall business objectives
6. The ability to work in a fast-paced dynamic environment during tremendous growth
7. Willingness to travel 1-2 times per quarter
8. Must speak fluent in German and English both in spoken and written

LogicMonitor is an Equal Opportunity Employer

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.

For 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.

#LI-SH1 #LI-REMOTE #LI-Hybrid #BI-Hybrid

Our goal is to ensure an accessible and inclusive experience for every candidate.

If you need a reasonable accommodation during the application or interview process under applicable local law, please submit a request via this.