Customer Success Director - Americas, Value & Growth

LogicMonitor; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

LogicMonitor is seeking a Senior Director, Customer Success – Americas to develop and execute the regional CS strategy, drive GRR/NRR, renewals, and expansion, and lead a 50+ person CS organization. You will create scalable value-based programs, align with executive leadership, and ensure customers realize measurable business value.

You will partner with Sales, Product, Marketing, and Finance to drive renewal accuracy, customer health, and expansion opportunities while embedding AI-enabled

Qualifications

• 10+ years in CS/Account Management/Services in B2B SaaS or tech
• Experience evaluating org capability and designing talent/roles
• Proven success modernizing CS operating models, processes or tools
• Strong understanding of SaaS lifecycles, renewals and expansion
• Accountability for GRR, NRR, renewals, churn, expansion
• Ability to connect tech adoption to business outcomes
• Experience leading CS across a large, diverse customer base

Responsibilities

• Develop and execute the Americas CS strategy and operating model.
• Own GRR/NRR, renewal rate, churn, expansion targets.
• Lead a 50+ CS organization and leadership team.
• Establish rhythms, forecasting practices, and accountability mechanisms.
• Partner with Sales, Professional Services, Support, Product, Marketing, Finance.
• Champion AI usage and governance across Customer Success.

Skills

Leadership

Executive communication

Data-driven decisions

Customer Success

Forecasting

Education

Bachelor’s degree or equivalent professional experience

Job description

LogicMonitor is seeking a Senior Director, Customer Success – Americas to develop and execute the regional CS strategy, drive GRR/NRR, renewals, and expansion, and lead a 50+ person CS organization. You will create scalable value-based programs, align with executive leadership, and ensure customers realize measurable business value.

You will partner with Sales, Product, Marketing, and Finance to drive renewal accuracy, customer health, and expansion opportunities while embedding AI-enabled