Customer Success Lead — Remote, Flexible Hours & Equity

LogRocket, Inc; Boston, New York (MA, NY); Remote; USD 105,000 - 175,000; Full time

Benefits offered by this job

Extensive health benefits

Open vacation policy

Parental leave

401k and commuter benefits

Stock options

Team outings

Flexible working hours & location

Monthly gifts

Catered lunches & stocked kitchen

Job summary

LogRocket is hiring a Customer Success Manager in the United States. You will own the relationship with a book of customers, guiding onboarding, adoption, and renewal to drive value and prevent churn.

You’ll collaborate with sales, product, and support to ensure broad feature usage, health scores, and measurable ROI, including regular executive-facing reviews and strategic planning. This role emphasizes relationship-building and proactive retention/maximizing ARR.

Qualifications

• 1-2+ years experience in product management and/or data analytics role.
• Experience with customer support, technical customer support, or solution engineering desired.
• Experience in building and/or supporting customer retention, churn, and upsells.
• Ability to work with key champions, build relationships and uncover potential areas of expansion.
• Self-learner and self-starter, able to become a product expert and customer advocate.
• Strong organizational skills and detail-oriented skills needed.
• Excellent written and verbal skills (you will be leading calls with Executives and other key stakeholders).
• Demonstrated ability to communicate both technical and business concepts.
• Drive long-term customer adoption through scalable onboarding with multiple departments and use cases.
• Proven track record of managing successful cross-functional programs that drive customer success.
• Ability to work cross-departmentally with internal teams such as sales, product, and support.
• Technology industry experience preferred.
• Love for start-ups is a must!

Responsibilities

• Customer Success Managers own the relationship, adoption and success for a book of customers, from onboarding through to renewal.
• Consult with customers to understand their business, product, and application goals and confirm value delivery/ROI.
• You’ll help define strategy to deliver maximum value through the LogRocket platform and partnership.
• You’ll be responsible for successfully onboarding new customers focused on their time to value for their priorities, projects and use cases.
• The CSM is responsible for being multi-threaded across teams and executives, executed through regular emails, informal weekly calls, monthly health-checks, QBRs & Executive Business Reviews.
• The CSM proactively monitors and takes action to ensure broad team feature usage, positive health scores, and demonstrated value, to achieve high retention rates, and strong customer revenue growth.
• CSMs keep account plans to white-space and uncover upsell opportunities in their accounts. For assigned customers, CSM also collaborate with LogRocket Account Managers to extend the use of LogRocket to new teams and applications to increase ARR.
• CSMs are the bridge and liaison between customer, product and support to ensure customer tickets and feature requests are managed, communicated, and closed out appropriately.
• You’ll be responsible for proactively managing retention and upsell pipeline and forecasts to exceed quarterly goals, keeping internal CRM platforms up to date.

Skills

Product management experience

Data analytics

Customer support

Cross-functional collaboration

Job description

LogRocket is hiring a Customer Success Manager in the United States. You will own the relationship with a book of customers, guiding onboarding, adoption, and renewal to drive value and prevent churn.

You’ll collaborate with sales, product, and support to ensure broad feature usage, health scores, and measurable ROI, including regular executive-facing reviews and strategic planning. This role emphasizes relationship-building and proactive retention/maximizing ARR.