Strategic Customer Success Manager — Remote & Equity

LogRocket, Inc; Boston (MA); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health benefits

Dental & Vision

401k

Parental leave

Stock options

Open vacation policy

Flexible hours

Team outings

Catered lunches

Job summary

LogRocket, Inc. is seeking a proactive Customer Success Manager to own a book of strategic customers from onboarding through renewal, ensuring value delivery and ongoing adoption.

You’ll partner with Sales, Product, and Support across multiple departments to drive retention, expansion, and measurable ROI. You’ll conduct regular health checks, business reviews, and multi-threaded communications with executives, aligning customer goals with LogRocket’s platform.

Qualifications

• Experience in customer success, support, or solution engineering is preferred.
• Experience with onboarding, adoption, and retention strategies.
• Ability to communicate complex concepts to executives and stakeholders.
• Strong organizational skills and detail orientation.

Responsibilities

• Own the relationship and success of a book of customers from onboarding to renewal.
• Consult with customers to understand goals and confirm value delivery/ROI.
• You’ll define strategies to deliver maximum value through the LogRocket platform.
• Onboard new customers focusing on time-to-value for priorities and use cases.
• Coordinate across teams and execs via emails, calls, health-checks, and QBRs.
• Monitor health scores and usage to drive high retention and ARR growth.
• Identify upsell opportunities and collaborate with Account Managers to expand use.
• Serve as bridge between customer, product, and support for requests.
• Maintain retention and upsell forecasts in CRM systems.

Skills

Customer success

Data analytics

Relationship building

Executive communication

Cross-functional collaboration

Onboarding

Retention strategies

Upsell opportunities

Strategic thinking

Time management

Job description

LogRocket, Inc. is seeking a proactive Customer Success Manager to own a book of strategic customers from onboarding through renewal, ensuring value delivery and ongoing adoption.

You’ll partner with Sales, Product, and Support across multiple departments to drive retention, expansion, and measurable ROI. You’ll conduct regular health checks, business reviews, and multi-threaded communications with executives, aligning customer goals with LogRocket’s platform.