Customer Success Manager

LogicGate; Bellevue (KY); Hybrid; USD 140,000 - 180,000; Full time

Benefits offered by this job

Forty-seven days off in first year

Parental leave 12 weeks

Educational stipend $1,000 annual

Stock options and annual bonus

Job summary

LogicGate is seeking a Manager of Customer Success to drive engagement and accountability across a high-performing team. You will balance people leadership with strategic oversight of a client portfolio and coach the team through enterprise renewals, churn mitigation, and business value optimization of Risk Cloud.

The role involves up to 50% travel, cross-border collaboration with the US and UK, and close partnership with Sales, Implementation, and Product to remove friction and deliver

Qualifications

• 5+ years in customer success or enterprise client-facing roles

Responsibilities

• Lead and mentor a team of Customer Success Managers across US and UK
• Own renewal, retention, and expansion metrics and forecasts
• Coach CSMs on complex enterprise conversations with executives

Skills

People leadership

Coaching

Enterprise renewals

Forecasting

Cross-functional collaboration

GRC awareness

Tools

Planhat

Salesforce

Google Suite

Slack

Job description

• As the Manager of Customer Success, you will act as a force multiplier for a high-performing team, driving engagement and reinforcing a culture of accountability. While balancing people leadership with strategic oversight of a client portfolio, you will coach your team to master complex enterprise renewals, mitigate churn risks, and help our clients maximize business value through our leading AI GRC platform, Risk Cloud
• This role requires up to 50% travel to maintain strong customer relationships, support strategic account engagement, and collaborate with internal stakeholders
• People Leadership & Coaching: Lead, mentor, and develop a team of Customer Success Managers across both the United States and the United Kingdom. Drive professional growth by conducting regular career development conversations, managing performance cycle frameworks, and building the team’s collective commercial and GRC expertise
• Commercial & Retention Accountability: Own team-level renewal, retention, and expansion performance metrics. Maintain absolute visibility into your team’s book of business, accurately tracking forecasts and actively engaging to support your direct reports in proactive “save” activities for at-risk accounts
• Strategic Escalation Support: Serve as a point of issue escalation and provide a meaningful leadership presence on complex customer situations. Step into multi-threaded enterprise accounts when a leadership voice is required, coaching CSMs on how to navigate difficult commercial conversations with executive stakeholders
• Process & Playbook Innovation: Assist with the continuous improvement of the Customer Success department by developing, maintaining, and scaling internal standards, operational playbooks, and customer retention strategies
• Goal Alignment & Stewardship: Cascade company and department objectives to your team using the OKR framework. Partner with direct reports to establish, review, and measure clear business targets and individual growth areas within Lattice
• Cross-Functional Collaboration: Partner seamlessly with Sales, Implementation Services, and Product teams to eliminate friction across customer handoffs, deliver Executive Business Reviews, and share product feedback internally
• AI Adoption Advocacy: Coach your team on how to strategically advise customers on leveraging Risk Cloud’s built-in AI capabilities and automated workflows. Model an innovative mindset by encouraging the utilization of generative AI tools to optimize daily workflows, documentation, and internal efficiencies
• Talent Cultivation: Actively participate in the employee lifecycle by refining role scopes, interviewing diverse talent, and making thoughtful leveling and compensation recommendations

Benefits

• 47 days off starting your first year, including paid volunteer time
• 12 weeks parental leave
• $1,000 annual educational stipend
• Ongoing learning and development
• Stock options and annual performance bonus opportunities

• Professional Experience: 5+ years of experience in customer success, account management, or an enterprise client-facing role within the B2J SaaS ecosystem
• Coaching Mastery: Demonstrated ability and passion for developing individual contributors and driving results through regular feedback, career pathing, and effective performance management
• Enterprise Focus: Deep knowledge and experience working with the world’s largest companies to deliver outcomes and drive success for their business
• Leadership Track Record: 2+ years of formal people management or dedicated team leadership experience with direct accountability for team-level retention, forecasting, and coaching outcomes
• Stakeholder Navigation: Exceptional communication and presentation skills, with a proven ability to collaborate cross-functionally across Sales, Product, and Services to manage multi-stakeholder enterprise risks
• Configurable SaaS Experience: Experience working within a highly configurable low-code/no-code SaaS environment serving risk, compliance, or security practitioners
• Ecosystem Familiarity: Hands-on familiarity with customer success management platforms (e.g., Planhat, Salesforce) and comfort using Google suite and Slack
• Domain Credibility: Robust GRC, risk management, or compliance industry knowledge that allows you to guide account strategy and serve as a credible subject-matter resource for your team
• Technical & AI Curiosity: A forward-thinking mindset with a demonstrated curiosity for utilizing Generative AI tools to optimize documentation, asset creation, or team workflows