LogicMonitor
Principal Customer Success Manager
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About Us:
We 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.
This 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.
To learn more about life at LogicMonitor, check out our Careers Page.
What You'll Do:
LogicMonitor® 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.
Our 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!
The 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.
Through 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 PCSM is responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy. The Principal CSM acts 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.
As 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.
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Here's a closer look at this key role:
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Aggregate 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
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Internal
- Serves as SME for LM Best practices and add-on options
- Acts 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 situations
- Develops presentation and presents to team based on submitted ideas
- Leads difficult customer and internal conversations with confidence, navigating ambiguity, competing priorities and complex stakeholder environments with minimal supervision
- Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
- Improve upon our existing approaches to customer engagement and account management leveraging the CS and Account Owner toolset (Gainsight and Looker)
- Use 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
- Share effective AI-enabled workflows, prompts and learnings with the wider Customer Success organisation to improve team productivity and customer outcomes
- LogicMonitor Certified Expert - participate in PS bootcamp and pass final exam
- Influence Customer Success strategy, operating models and processes by identifying systemic opportunities for improvement and partnering with CS leadership to scale effective practices
- Lead cross-functional alignment across Sales, Professional Services, Support, Product and Engineering for strategically important customer initiatives
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On-boarding and Adoption
- Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
- Meet with clients at least bi-weekly through on-boarding process to ensure initial business objectives being met
- Consult during the on-boarding process as to best practices and provide product trainings to new accounts and business units
- Shepherd clients through professional services engagements ensuring their active participation and timely completion of all projects
- Host on-boarding plan review session and obtain sign off of initial success criteria
- Establish a bi-weekly cadence commitment for all assigned accounts
- Own 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
- Build Business Unit map with Account Owner to provide a clear view of business and opportunities at each account
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Retention
- Work closely with your Account Management counterpart to develop a joint success plan for your customers
- Establish an engagement model appropriate to each strategic customer based on business priorities, stakeholder requirements, lifecycle stage, risk and opportunity
- Maintain a deep understanding of LogicMonitor’s platform and broader observability landscape, translating capabilities into relevant business, operational and technology outcomes for strategic customers
- Schedule Executive Business Review with Account Owner and appropriate customer executives and present as a team at customer site
- Proactively identify technical and expansion opportunities and work with Account Owner to develop strategic plan of approach
- Address customer experience issues prior to the issues creating a churn risk
- Work with Technical Support to understand your customer's issue, and assist as an escalation point of contact
- Maintain high availability to customers during critical service disruptions and outages
- Lead 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
- Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer sub-teams
- Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
- Build advocates within each account and encourage customer participation in LogicMonitor initiatives (example: Webinars, Roadshows, Product Beta Feedback)
- Maintain a clear forward-looking view of renewal readiness across the portfolio, proactively addressing adoption, relationship, product, commercial and competitive risks well ahead of renewal
- Protect customer ARR by identifying and mitigating risks before they become renewal or contraction events
- Build 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
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- Expansion
- Partner with Sales Account Owners to ensure the growth and expansion of available whitespace within customer base
- Develop a strategic growth plan with customer advocates and articulate expectations, and goals
- Identify expansion opportunities by understanding evolving customer business and technology priorities and connecting those needs to relevant LogicMonitor capabilities, products and services
- Document all details of expansion opportunities within SFDC opportunity and coordinate with Account Owner
What You'll Need:
- Bachelor's Degree or equivalent - preferably in a technical discipline
- 8 + years' minimum experience in technical customer success, customer support, or technical product training and value articulation with a preference at a SaaS company
- Strong knowledge of enterprise IT infrastructure, cloud, networking, observability and IT operations concepts, with the ability to engage credibly with technical and executive stakeholders
- Expert ability to develop strategic Success Plans that connect customer business objectives, technology priorities, measurable outcomes, adoption, risk, renewal and expansion
- Expert ability to present data and strategic insights to executive teams, including C-level, and adapt approach to audience
- Demonstrated 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
- The ability to work in a fast-paced dynamic environment during tremendous growth
- Willingness to travel 2-3 times per quarter
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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
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