Customer Success Manager for Cybersecurity & IT Ops

Logically; Dublin (OH); On-site; USD 65,000 - 85,000; Full time

Job summary

Logically is seeking a Customer Success Manager to drive growth within existing client relationships in the United States. You will plan and prioritize activities, promote retention, and ensure high engagement with services and products while coordinating with cross-functional teams.

You will monitor customer health, manage renewals and expansions, and collaborate with Marketing, Sales, Product, and Engineering to improve satisfaction and reduce churn. Travel 10-20% may be required.

Qualifications

• Associate’s degree in management, IT, CS or commensurate experience.
• 1 year of experience in customer success, sales, or consulting.
• Familiarity with CRM systems like Salesforce, ConnectWise, or Microsoft Dynamics is advantageous.
• Solid understanding of cybersecurity or managed IT services and how they relate to SMB, mid-market, and enterprise frustrations.

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, ensuring 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 to enhance processes and improve customer satisfaction and retention.
• Assist with special projects as requested by leadership.
• 10-20% travel required

Education

Associate’s degree in management, Information Technology, Computer Science or commensurate experience required.

Tools

Salesforce

ConnectWise

Microsoft Dynamics

Job description

Logically is seeking a Customer Success Manager to drive growth within existing client relationships in the United States. You will plan and prioritize activities, promote retention, and ensure high engagement with services and products while coordinating with cross-functional teams.

You will monitor customer health, manage renewals and expansions, and collaborate with Marketing, Sales, Product, and Engineering to improve satisfaction and reduce churn. Travel 10-20% may be required.