Customer Success Manager
LogRocket - New York, NY
posted 2 days ago
About the position
LogRocket is seeking a Customer Success professional with over 4 years of experience in a B2B SaaS environment. The ideal candidate will be responsible for owning retention, churn rate, and upsells, while identifying key champions and potential areas for expansion. This role requires a self-learner and self-starter who can become a product expert and advocate for customers. Strong organizational skills and attention to detail are essential, along with excellent written and verbal communication skills, as the candidate will lead calls with executives and other key stakeholders. The position involves driving long-term customer adoption through scalable onboarding across multiple departments and use cases, managing successful cross-functional programs that enhance customer success, and collaborating with internal teams such as sales, product, and support. A passion for start-ups is a must!
Responsibilities
- Own retention, churn rate, and upsells for customer accounts.
- Identify key champions and potential areas of expansion within customer organizations.
- Become a product expert and advocate for customers.
- Drive long-term customer adoption through scalable onboarding processes.
- Manage successful cross-functional programs that enhance customer success.
- Work collaboratively with internal teams such as sales, product, and support.
Requirements
- 4+ years of experience in a Customer Success role with a B2B SaaS company.
- Proven ability to manage retention, churn rate, and upsells.
- Strong organizational and detail-oriented skills.
- Excellent written and verbal communication skills.
- Demonstrated ability to communicate technical and business concepts effectively.
- Proven track record of managing successful cross-functional programs.
Nice-to-haves
- Experience in a start-up environment.
- Ability to work cross-departmentally with various teams.
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.
