Customer Success Manager

Jobless; Dublin; Hybrid; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Competitive compensation

Professional development

Remote-friendly

Job summary

Logically is seeking a Customer Success Manager to drive growth and retention within an existing customer base. You will coordinate high-volume client activities, ensure ongoing engagement with services and products, and prioritize requests to minimize churn. This role emphasizes relationship-building and data-driven customer care.

Note: NO quota is assigned. Travel is estimated at 10–20% to support regional teams and customers.

Qualifications

• At least 1 year experience in customer success, sales, or consulting.
• Familiarity with IT services like Microsoft O365, Cloud, or Network Security is helpful.
• Basic knowledge of CRM systems such as Salesforce/ConnectWise/Dynamics is advantageous.
• Strong communication and cross-functional collaboration skills.

Responsibilities

• Develop success plans and strategies to support long-term relationships and reduce churn.
• Follow up on marketing campaigns to ensure customer engagement and satisfaction.
• Aim for high customer satisfaction scores and referenceable clients with NPS > 8.
• Monitor agreements and manage change requests with stakeholders.
• Maintain accurate customer data in CRM tools (Salesforce, ConnectWise) and ensure data hygiene.
• Identify opportunities to expand product and service usage within existing customers.
• Coordinate monthly check-ins with regional service teams to align client needs.
• Collaborate with Marketing to launch customer appreciation initiatives and engagement activities.

Skills

Communication skills

Collaborative mindset

Customer-centric

Education

Associate’s degree in management/IT/CS

Tools

Salesforce

ConnectWise

Microsoft Dynamics

Job description

Managing modern technology has become increasingly complex. As organizations scale across clouds, endpoints, and hybrid environments, IT operations and cybersecurity often remain fragmented, creating gaps in visibility, slowing response times, and increasing risk.

Logically closes that gap.

We unify IT operations and cybersecurity into a single, accountable operating model that reduces risk, accelerates response, and strengthens resilience across the systems businesses depend on. With shared visibility, integrated workflows, and clear ownership, organizations gain greater control, fewer blind spots, and more confidence in their technology.

Our approach is cyber-first by design, embedding protection into every layer, from end user to edge to cloud. By combining AI-assisted monitoring with human-led expertise, we deliver faster insight, smarter decisions, and more effective outcomes without the complexity of siloed tools.

For more than 20 years, Logically has partnered with mid-market and enterprise organizations to simplify complexity, reduce risk, and improve resilience, acting as a true extension of their teams with clear accountability and measurable outcomes.

Logically. Cyber-First. Future-Ready.

Why Work for Us

• A culture built on doing the right thing
• Work at the forefront of cybersecurity and emerging technologies
• Collaborative, growth-oriented environment
• Competitive compensation and benefits
• Opportunities for professional development and advancement
• Make a real impact by helping organizations reduce risk and build resilience

Job Summary:

The Customer Success Manager (CSM) is a key role that drives growth and customer success within the base of current customers. The primary duty of the Customer Success Manager is to promote customer retention and loyalty and to ensure customer engagement with services and products remains high. The Customer Success Manager will effectively plan and prioritize a high volume of customer activities and requests to manage customer issues and requests.

PLEASE NOTE: THIS ROLE DOES NOT CARRY A QUOTA.

Job Duties & Responsibilities:

• Assist in developing success plans and strategies for customers, with a focus on supporting long-term relationships and reducing customer churn.
• Perform follow-up tasks as part of marketing campaigns, helping to ensure customer engagement and satisfaction.
• Aim for high customer satisfaction scores, making sure customers are referenceable and receive annual NPS scores of >8.
• Monitor customer agreements and help manage change requests and approvals as needed.
• Maintain customer information and activity in CRM tools like Salesforce, ensuring accurate record-keeping and adherence to defined procedures.
• Identify opportunities to expand product and service usage with existing customers and provide support in managing these opportunities.
• Ensure customer contact information is updated and kept current in Salesforce and ConnectWise.
• Organize monthly check-ins with regional service teams to align client needs and gather valuable feedback.
• Collaborate with Marketing to develop customer appreciation initiatives and engagement activities.
• Act as a customer advocate by collaborating with cross-functional teams such as Marketing, Sales, Product, Service, Finance, and Engineering to enhance processes and improve customer satisfaction and retention.
• Assist with special projects as requested by leadership.
• 10-20% travel required

Qualifications:

• Associate’s degree in management, Information Technology, Computer Science or commensurate experience required.
• 1 year of experience in customer success, sales, or consulting capacity.
• Familiarity with IT services such as Microsoft O365, Cloud, or Network Security is helpful; additional training will be provided.
• Basic knowledge of CRM systems like Salesforce, ConnectWise, or Microsoft Dynamics is advantageous.
• Solid understanding of cybersecurity or managed IT services, and how they relate to helping solve SMB, mid-market, and enterprise frustrations.
• Experience working cross-functionally with an account team including both Account Managers and SMEs, providing account management support to assigned projects and service teams.
• Ability to work in a team environment and demonstrate leadership, presentation, and planning ability, as well as verbal and written communication skills.
• Business acumen; translating business requirements into related solutions.
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time.
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations.
• Sound problem-solving technique with ability and persistence to generate options and select the best solution.
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders.
• Ability to communicate effectively with customers and various levels of management both verbally and in written form.
• Ability to manage multiple sales opportunities in a fast-paced environment.
• Team player mentality and willingness to share knowledge with others.

#LI-Remote

Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.