Digital Customer Success Manager

About LogRocket Founded in 2016, LogRocket's goal is to make every experience on the web as perfect as possible. We're solving a huge challenge for product managers and developers - understanding the user experience. LogRocket is the first system that gives these teams complete visibility into their customer's experience using their web apps - through pixel-perfect replays of user sessions and clear insight into logs, errors, and network activity. We've already attracted an elite roster of over 3,000 customers including ClassPass, Capital One, Cisco, and Rippling, just to name a few. Our focus is on building software with care and craftsmanship and our engineering blog posts offer a taste of that. Backed by top investors such as Matrix Partners, Battery Ventures, and Delta-V Capital, we've raised $55M in funding, and we're eager to bring talented people onboard to support our growth. We're on a mission to improve society's experience with software and that's where you come in. Qualifications

1+ years experience in Sales or Sales Development, or Customer Success experience

Ability to manage and maintain a high volume of customers

You are a subject matter expert and expert in demonstrating, training, and helping clients get value from your solution

Proactively act as an advisor to customers to ensure they’re adopting, leveraging, and getting value from your solution through multiple champions across teams

Experience partnering with Account Executives to expand relationships across teams and applications that grow revenue and expand executive relationships

You have a strong track record of consistently achieving over goal

A self-learner and self-starter, able to become a product expert and customer advocate by leading product and use case specific trainings.

A strong communicator with excellent attention to detail

Interested in getting a foot into the CS world with growth opportunities

Love for start-ups is a must!

Responsibilities

Own the relationship, adoption, and success for a book of mid-market customers at-scale, from onboarding through to renewal

Consult with customers to understand their business, product, and application goals and confirm value delivery/ROI

Successfully onboarding new customers with a focus on their time to value for their priorities, projects, and use cases

Remaining multi-threaded across teams and executives, executed through trainings, enablement, and business reviews

Proactively monitor and take action to ensure broad team feature usage, positive health scores, and demonstrated value and ultimately high retention rates and strong customer revenue growth

Be the bridge and liaison between customer, product, and support to ensure customer tickets and feature requests are managed, communicated, and closed out appropriately

Proactively manage retention, an upsell pipeline, and forecasts to exceed quarterly goals

Keep internal CRM platforms up to date to ensure visibility across internal stakeholders

Benefits & Perks

Extensive health, dental, vision benefits, 401k and commuter benefits

Open vacation policy - we all work hard and take time for ourselves when we need it, no strings attached

Three months of fully-paid parental leave to any employee welcoming a child into their home

401k and commuter benefits

Generous stock options - we all get to own a piece of what we’re building

Regular team outings and activities (from boat rides to paintball, we’ll try anything!)

Flexible working hours and location

Monthly employee gifts

For those in the office, catered lunches throughout the week and a fully stocked kitchen with all your favorite snacks (healthy & non-healthy)