Senior Director of Customer Success

LogicMonitor; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

LogicMonitor is seeking a Senior Director, Customer Success – Americas to develop and execute the regional CS strategy, drive GRR/NRR, renewals, and expansion, and lead a 50+ person CS organization. You will create scalable value-based programs, align with executive leadership, and ensure customers realize measurable business value.

You will partner with Sales, Product, Marketing, and Finance to drive renewal accuracy, customer health, and expansion opportunities while embedding AI-enabled

Qualifications

• 10+ years in CS/Account Management/Services in B2B SaaS or tech
• Experience evaluating org capability and designing talent/roles
• Proven success modernizing CS operating models, processes or tools
• Strong understanding of SaaS lifecycles, renewals and expansion
• Accountability for GRR, NRR, renewals, churn, expansion
• Ability to connect tech adoption to business outcomes
• Experience leading CS across a large, diverse customer base

Responsibilities

• Develop and execute the Americas CS strategy and operating model.
• Own GRR/NRR, renewal rate, churn, expansion targets.
• Lead a 50+ CS organization and leadership team.
• Establish rhythms, forecasting practices, and accountability mechanisms.
• Partner with Sales, Professional Services, Support, Product, Marketing, Finance.
• Champion AI usage and governance across Customer Success.

Skills

Leadership

Executive communication

Data-driven decisions

Customer Success

Forecasting

Education

Bachelor’s degree or equivalent professional experience

Job description

• The Senior Director, Customer Success – Americas is responsible for developing and executing the customer success strategy for LogicMonitor’s largest and most commercially significant region
• This leader will own the customer success operating model across the Americas, with primary accountability for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer value realization, successful renewals, and expansion. The role will lead a high-performing Customer Success organization, modernize customer engagement practices, strengthen executive relationships, and ensure that customers realize measurable business value from LogicMonitor
• The successful candidate will be a strategic operator who can translate company objectives into repeatable Customer Success practices. They will champion a Customer Business Value-first mindset, use data and artificial intelligence to improve decision-making and scale execution, and continuously evaluate the organization’s talent, structure, capabilities, and processes
• This role reports to the Vice President, Customer Experience and partners closely with Sales, Professional Services, Support, Product, Marketing, Finance, and Executive Leadership
• Define and execute the Customer Success strategy for the Americas region in alignment with LogicMonitor’s corporate objectives
• Own regional performance against GRR, NRR, renewal rate, churn, contraction, expansion, adoption, customer health, and customer value realization metrics
• Establish clear operating rhythms, performance expectations, forecasting practices, and accountability mechanisms for the Americas Customer Success organization
• Segment customers by value, complexity, risk, growth potential, lifecycle stage, and strategic importance to ensure the right level of engagement and coverage
• Develop scalable approaches for enterprise, strategic, commercial, and digital success customer segments
• Partner with Sales and Account Management to identify and execute expansion opportunities grounded in demonstrated customer value
• Build accurate, data-informed renewal and risk forecasts, ensuring that risks are identified early and supported by clear mitigation plans
• Drive a Customer Business Value-first mindset across Customer Success and related customer-facing functions
• Ensure customer conversations consistently connect LogicMonitor’s capabilities to measurable business outcomes, including operational efficiency, resilience, risk reduction, productivity, cost optimization, and improved business performance
• Lead by example by building trusted relationships with CIOs, CTOs, infrastructure leaders, and other key customer executives
• Personally engage in strategic customer business reviews, executive sponsor meetings, renewal discussions, and value realization conversations
• Establish repeatable frameworks for value discovery, success planning, executive alignment, outcome measurement, and value communication
• Equip Customer Success Managers and leaders to articulate business value in language that resonates with technical and business stakeholders
• Use customer outcomes and quantified value to support successful renewals, referenceability, advocacy, and growth
• Champion the responsible and effective use of ChatGPT and other artificial intelligence tools across Customer Success
• Identify opportunities to automate and improve customer success processes, including account research, meeting preparation, success planning, business reviews, health analysis, renewal preparation, customer communications, and follow-up
• Establish practical standards and governance for the use of AI in customer-facing work, including data privacy, accuracy, security, human oversight, and appropriate use of customer information
• Use AI to analyze customer data, product usage, engagement, support interactions, sentiment, renewal history, and commercial signals to improve risk forecasting and prioritization
• Partner with Operations, Data, Information Security, and Technology teams to embed AI-enabled workflows into Customer Success systems and operating processes
• Develop a culture of experimentation, continuous improvement, and measurable productivity gains through AI adoption
• Transform Customer Success practices, roles, processes, and systems to modernize how LogicMonitor engages customers and promotes successful outcomes
• Execute Customer Experience Autonomous IT Strategy by crafting Customer Success methods, practices, playbooks and metrics to promote Customer AI success and business value
• Assess and improve the end-to-end customer lifecycle, from implementation and onboarding through adoption, value realization, renewal, expansion, and advocacy., and transition
• Establish consistent engagement standards for executive alignment, success planning, adoption programs, proactive risk management, customer executive business reviews, and renewal readiness
• Improve the quality and usability of customer health scores, ensuring they incorporate meaningful signals rather than relying solely on activity or subjective assessments
• Develop proactive, data driven customer programs that address adoption gaps, business priorities, product changes, risk indicators, and expansion opportunities
• Improve collaboration and handoffs among Customer Success, Sales, Support, Services, Product, and Marketing
• Identify opportunities to increase scale, consistency, efficiency, and customer impact through automation, digital engagement, enablement, and process redesign
• Establish clear documentation, playbooks, methodologies, and success standards that can be consistently adopted across the Americas team
• Evaluate the current Customer Success organization, including talent, leadership capability, role clarity, capacity, coverage models, skills, and succession readiness
• Determine what organizational, talent, and capability changes are required to support LogicMonitor’s growth strategy
• Manage, lead and coach a team of 50+ Customer Success Managers, including Customer Success Leaders
• Build and maintain a high-performing leadership team with clear accountability for customer outcomes and commercial performance
• Recruit, develop, coach, and retain exceptional Customer Success leaders and individual contributors
• Establish competency models, career paths, performance expectations, and development plans for Customer Success roles
• Identify capability gaps and implement targeted hiring, coaching, training, or organizational changes
• Create an inclusive, high-accountability culture centered on customer outcomes, continuous learning, operational excellence, and collaboration
• Serve as a mentor and thought partner to Customer Success leaders and high-potential employees
• Represent the voice of the Americas customer across LogicMonitor’s leadership team
• Provide clear, concise reporting and insight into customer health, renewal risk, retention performance, expansion potential, customer value, and organizational effectiveness
• Partner with Finance and Revenue Operations to improve forecasting accuracy, reporting integrity, and commercial visibility
• Collaborate with Product and Engineering to communicate customer priorities, adoption barriers, competitive dynamics, and opportunities for product improvement
• Partner with Marketing to strengthen customer advocacy, references, testimonials, community engagement, and customer-led growth
• Work closely with Sales leadership to establish shared accountability for retention, expansion, executive alignment, and account planning
• Serve as a senior escalation point for strategic customers and complex customer situations
• Represent LogicMonitor with customers, partners, and industry stakeholders as a credible Customer Success and observability leader

• Experience evaluating organizational capability and making thoughtful talent, structure, and role-design decisions
• Proven success modernizing Customer Success operating models, processes, tools, or organizational structures
• Bachelor’s degree or equivalent professional experience
• Strong understanding of SaaS customer lifecycles, recurring revenue models, renewals, expansion, and customer value realization
• 10 or more years of experience in Customer Success, Account Management, Services, or a related customer-facing function within a B2B SaaS or technology company
• Demonstrated accountability for GRR, NRR, renewals, churn, expansion, or comparable commercial outcomes
• Exceptional written, verbal, presentation, and executive communication skills
• Experience engaging effectively with C-level and senior executive stakeholders
• Experience using customer data, analytics, health scoring, and forecasting to drive decisions
• At least 5 years of experience, in a senior leadership role, leading Customer Success Teams
• Demonstrated ability to connect technology adoption to measurable business outcomes
• Experience leading Customer Success across a large and diverse customer base
• Practical understanding of generative AI and its applications in Customer Success, customer analysis, and workflow automation