Customer Success Manager (German Speaking)

TN Germany; München; Vor Ort; EUR 45.000 - 70.000; Vollzeit

Zusammenfassung

An innovative firm is seeking a Customer Success Manager to enhance client satisfaction and drive business growth. In this pivotal role, you will guide customers through onboarding, ensuring they derive maximum value from the platform. Your expertise in IT infrastructure will help address challenges and foster strong relationships. With a focus on retention and expansion, you will collaborate with sales and technical teams to identify growth opportunities. This position offers a dynamic work environment where your contributions will significantly impact customer success and satisfaction.

Qualifikationen

• 2+ years experience in account management or customer success in SaaS.
• Knowledge of IT infrastructure concepts and monitoring strategies.

Aufgaben

• Coach customers to achieve business goals and maximize platform value.
• Engage in proactive activities to meet quarterly objectives.
• Coordinate with sales for account growth and identify opportunities.

Kenntnisse

Account Management

Customer Success

Technical Training

IT Infrastructure Knowledge

Problem Solving

Fluency in German

Fluency in English

Ausbildung

Bachelor's Degree in Technical Field

Jobbeschreibung

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Client:

LogicMonitor

Location:

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

3cb2719afa4f

Job Views:

1

Posted:

09.05.2025

Expiry Date:

23.06.2025

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Job Description:

What You'll Do:

LM Envision, LogicMonitor's leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences. LogicMonitor has a layered approach to intelligence, where AI and Machine Learning is baked into every facet of the LM Envision platform to help IT teams improve efficiency, minimize alert fatigue, proactively predict trends, and maximize enterprise growth and transformation.

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 Customer Success Manager is responsible for the product and partnership success of the LogicMonitor customer.

What You'll Do:

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 works in tandem with Account Owners, Executives, and other teams to help customers achieve their goals.

Here's a closer look at this key role:

Adoption:

• Assist accounts through defined implementation and onboarding processes
• Provide initial basic training to new accounts
• Consult during onboarding to ensure clients receive value from LogicMonitor within the first 90 days
• Guide clients through professional services engagements, ensuring active participation and timely completion
• Establish ongoing meeting schedules with each account
• Become the customer's trusted advisor and advocate within LogicMonitor

Retention:

• Engage in proactive activities to meet quarterly objectives
• Understand data center infrastructure technology and effectively communicate monitoring strategies
• Identify potential issues and assist accordingly
• Find proactive opportunities to add value to customers
• Address customer experience issues proactively to reduce churn risk
• Conduct regular business reviews to demonstrate LogicMonitor’s value and understand client goals

Expansion:

• Coordinate with sales to ensure account growth
• Identify and forward growth opportunities
• Articulate growth plans and successes
• Develop a long-term growth pipeline by understanding customer needs
• Collaborate with Solution Architects for deployment and maintenance services
• Assist billing team with past due balances

What You'll Need:

• Bachelor's Degree preferred, especially in technical fields like computer science or information systems
• 2+ years experience in account management, customer success, support, or technical training, preferably in SaaS (IT)
• Knowledge of IT infrastructure concepts (Windows/Mac, cloud, networking, monitoring)
• Ability to handle unfamiliar situations and de-escalate critical issues
• Experience developing success plans aligned with business objectives
• Ability to work in a fast-paced, growing environment
• Willingness to travel 1-2 times per quarter
• Fluent in German and English, both spoken and written

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LogicMonitor is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive workplace. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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