Customer Success Manager (West Coast)

$100,000 - $140,000/Yr

Logrocket - Boston, MA

Full-time - Mid Level

Boston, MA

Publishing Industries

About the position

As a Customer Success Manager at LogRocket, you will play a pivotal role in ensuring our customers derive maximum value from our innovative software solutions. Your primary focus will be on fostering strong relationships with our clients, understanding their unique needs, and driving their success through effective onboarding and ongoing support. You will be responsible for managing customer retention, reducing churn rates, and identifying opportunities for upselling our services. Your ability to communicate effectively with both technical and business stakeholders will be crucial in advocating for our customers and ensuring their voices are heard within our organization. In this role, you will leverage your experience in the B2B SaaS space to identify key champions within customer organizations and explore potential areas for expansion. You will be expected to drive long-term customer adoption by implementing scalable onboarding processes that cater to multiple departments and use cases. Your strong organizational skills and attention to detail will be essential as you manage cross-functional programs that contribute to customer success. You will collaborate closely with internal teams, including sales, product, and support, to ensure a seamless customer experience. LogRocket is a fast-paced startup environment, and we are looking for a self-starter who is passionate about technology and customer success. You will have the opportunity to work with an elite roster of clients and contribute to our mission of improving society's experience with software. If you are excited about the prospect of making a significant impact in a growing company, we would love to hear from you.

Responsibilities

• Manage customer relationships to ensure satisfaction and retention.
• Own retention, churn rate, and upsell initiatives.
• Identify key champions within customer organizations and potential areas for expansion.
• Drive long-term customer adoption through scalable onboarding processes.
• Communicate effectively with both technical and business stakeholders.
• Manage successful cross-functional programs that drive customer success.
• Collaborate with internal teams such as sales, product, and support to enhance customer experience.

Requirements

• 4+ years of experience in a Customer Success role with a B2B SaaS company.
• Proven track record of managing customer retention and upsell initiatives.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to communicate technical and business concepts effectively.
• Experience in driving long-term customer adoption and onboarding.
• Demonstrated ability to manage cross-functional programs.

Nice-to-haves

• Experience in a startup environment.
• Located on the West Coast.

Benefits

• Extensive health, dental, and vision benefits.
• Open vacation policy with no strings attached.
• Three months of fully-paid parental leave.
• 401k and commuter benefits.
• Generous stock options for all employees.
• Regular team outings and activities.
• Flexible working hours and location.
• Monthly employee gifts.
• Catered lunches and a fully stocked kitchen for in-office employees.