Customer Success Manager, Enterprise

LogicMonitor; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

LogicMonitor in London (hybrid) is seeking a Customer Success Manager to drive product adoption and ensure customer outcomes across our SaaS observability platform.

You will coach customers to achieve business goals, manage relationships, and collaborate with Account Owners and executives to renew subscriptions and uncover growth opportunities. Travel 1–2 times per quarter and foster strong, trusted partnerships.

Qualifications

• 5+ years in account management, customer success, customer support, or technical product training and value articulation
• Bachelor's Degree preferred, with a preference for technical degrees such as computer science or related fields
• Intermediate-level knowledge of IT infrastructure concepts (Windows/Mac, cloud, networking, and monitoring)
• Experience in de-escalating critical issues and enabling customer success with minimal supervision
• Ability to craft comprehensive success plans aligning LM with customer objectives

Responsibilities

• The Customer Success Manager is responsible for the product and partnership success of the LogicMonitor customer.
• You will interact with customers regularly to build relationships, drive adoption, provide awareness to LM resources, ensure on-time renewals, and uncover growth opportunities.

Skills

Account management

Customer success

SaaS knowledge

Communication

Stakeholder management

Education

Bachelor's Degree preferred

Job description

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 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, on‑boarding, 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.

What You’ll Need

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

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.

#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 Accommodation Request Form.

Know your rights: workplace discrimination is illegal. Please click here to review LogicMonitor’s U.S. Pay Transparency Nondiscrimination Provision.