Manager of Customer Success

LogicGate; Bellevue (WA); On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

47 days off starting your first year

12 weeks parental leave

$1,000 annual educational stipend

Stock options and annual performance-b

Job summary

LogicGate in Bellevue, WA is seeking a Manager of Customer Success to lead a high-performing team, drive engagement, and foster accountability while balancing strategic oversight of a global client portfolio.

You will coach Customer Success Managers across the US and UK, own renewal and expansion metrics, support strategic account engagement, and partner with Sales, Implementation Services, and Product to eliminate handoff friction.

Qualifications

• 5+ years of experience in customer success, account management, or enterprise client-facing roles.
• Experience in a configurable SaaS environment serving risk, compliance, or security practitioners.
• Proven coaching and leadership skills with track record of developing contributors and driving results.
• 2+ years of formal people management with accountability for retention, forecasting, and coaching outcomes.
• Experience working with large enterprise customers to deliver outcomes and drive value.

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers across the US and UK.
• Own team renewal, retention, and expansion metrics with accurate forecasts.
• Coach the team on executive-level conversations and risk mitigation with customers.
• Collaborate with Sales, Implementation Services, and Product to reduce friction across handoffs.
• Advocate for AI-driven workflows and leverage Risk Cloud capabilities to improve processes.

Skills

People leadership

Coaching

Strategic account management

Forecasting

Cross-functional collaboration

Executive stakeholder management

OKR facilitation

AI adoption advocacy

Talent development

Performance management

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 accountabilit
• 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 B2B SaaS ecosystem

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

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

Enterprise Focus:

Deep knowledge and experience working with the world’s largest companies to deliver outcomes and drive success for their business

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

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