Manager, Customer Success (Bellevue, WA / Chicago, IL)

LogicGate; Bellevue (WA); On-site; USD 120,000 - 180,000; Full time

Job summary

LogicGate is seeking a Manager of Customer Success in the Bellevue, WA or Chicago, IL area. You will lead a high-performing CS team, shepherd enterprise renewals, and mitigate churn while expanding value from our Risk Cloud platform.

This role requires shaping a culture of accountability, coaching, and strategic account engagement across US and UK customers, including travel up to 50% to maintain relationships and drive outcomes.

Qualifications

• 5+ years of experience in customer success, account management, or an enterprise client-facing role within the B2B SaaS ecosystem.
• 2+ years of formal people management or dedicated team leadership experience with direct accountability for team-level retention, forecasting, and coaching outcomes.
• Experience working within a highly configurable low-code/no-code SaaS environment serving risk, compliance, or security practitioners.
• Demonstrated ability and passion for developing individual contributors and driving results through regular feedback, career pathing, and effective performance management.

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers across both the United States and the United Kingdom.
• Own team-level renewal, retention, and expansion performance metrics and forecast accuracy.
• Provide escalation support and coach CSMs on navigating complex enterprise accounts with executives.
• Develop and scale internal playbooks, processes, and retention strategies to improve outcomes.
• Set and cascade OKRs; align team targets with company objectives and growth plans.
• Collaborate with Sales, Implementation Services, and Product teams to ensure smooth handoffs and feedback loops.
• Advocate for AI-enabled workflows and leverage Risk Cloud capabilities to improve daily operations and customer value.

Skills

Customer Success

Leadership

Enterprise SaaS

Coaching

Forecasting

Education

Bachelor's degree

Job description

About LogicGate

LogicGate is the leading AI GRC platform for the Enterprise, helping governance, risk, and compliance teams limit surprises, strengthen resilience, augment program performance, and confidently quantify impact and business value. Built to provide a centralized view of risk and complia nce, with AI intelligence woven into the platform's core, LogicGate delivers real-time insights and actionable data to help drive current business decisions, with the flexibility to scale alongside evolving business needs. Recognized as a Leader in the GRC Market, LogicGate continues to further solidify its position as a best-in-class platform.

The GRC Market

Governance, Risk, and Compliance (GRC) is a rapidly expanding sector, with a global market size projected to reach $104.5 billion by 2031. LogicGate is at the forefront of this industry transformation, empowering enterprise professionals to navigate complex regulatory environments, manage critical uncertainty, and operate with integrity at scale.

Manager, Customer Success

Location : Bellevue, WA or Chicago, IL

At LogicGate, we recognize that exceptional talent comes in all shapes and forms, and that there is no such thing as a 'perfect' candidate. The qualifications below represent the core competencies, skills, and experiences that align most closely with the day-to-day responsibilities of this role-if you don't check every single box and are excited about this work, we still highly encourage you to apply.

About the Role

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.

What You'll Do

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.

Required

Professional Experience: 5+ years of experience in customer success, account management, or an enterprise client-facing role within the B2B SaaS ecosystem.

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.

Configurable SaaS Experience: Experience working within a highly configurable low-code/no-code SaaS environment serving risk, compliance, or security practitioners.

Coaching Mastery: Demonstrated ability and passion for developing individual contributors and driving results through regular feedback, career pathing, and effective performance management.

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