Customer Success Manager

A trusted partner for over 20 years, Logically, a Managed Security Services Provider (MSSP), offers cyber-first solutions and services that infuse security across technology infrastructures to reduce risk and empower teams to focus on their business, not the technology behind their business. At Logically, we’re passionate about empowering businesses to succeed in a world where technology and cybersecurity are constantly evolving. Our team of subject matter experts includes cybersecurity professionals, service delivery gurus, cloud specialists, and more, all working together to help our clients navigate the complex and ever-changing landscape of IT.

But what truly sets us apart is our people. We’re a close-knit team of professionals who are committed to doing the right thing for our clients and for each other. We value accountability, customer centricity, quality relationships, and nimbleness. Working at Logically isn’t just about a job – it’s about being part of a community of like-minded individuals who are dedicated to excellence in everything we do. We’re proud of the work we do, but we’re also committed to creating a fun, supportive work environment where everyone can thrive. If you’re looking for a challenging and rewarding career in the world of IT and cybersecurity, Logically is the place for you. Join our team of experts and help us make a difference for businesses.

Why Work for Us: 

• Be a part of a culture that is committed to “absolutely doing the right thing,” valuing the well-being of our colleagues and clients.
• Join a team of ambitious and talented individuals, working with cutting-edge technology to drive innovation with purpose.
• Enjoy a fun and engaging work environment, where we prioritize ensuring a good work-life balance.
• We offer competitive wages and benefits, attracting and retaining the best staff for our clients.
• Take advantage of opportunities for personal and professional development, empowering you to advance your career.

Job Summary:

The Customer Success Manager (CSM) is a key role that drives growth and customer success within the base of current customers. The primary duty of the Customer Success Manager is to promote customer retention and loyalty and to ensure customer engagement with services and products remains high. The Customer Success Manager will effectively plan and prioritize a high volume of customer activities and requests to manage customer issues and requests.  

PLEASE NOTE: THIS ROLE DOES NOT CARRY A QUOTA. 

Job Duties & Responsibilities: 

• • Assist in developing success plans and strategies for customers, with a focus on supporting long-term relationships and reducing customer churn. 
  • Perform follow-up tasks as part of marketing campaigns, helping to ensure customer engagement and satisfaction. 
  • Aim for high customer satisfaction scores, making sure customers are referenceable and receive annual NPS scores of >8. 
  • Monitor customer agreements and help manage change requests and approvals as needed. 
  • Maintain customer information and activity in CRM tools like Salesforce, ensuring accurate record-keeping and adherence to defined procedures. 
  • Identify opportunities to expand product and service usage with existing customers and provide support in managing these opportunities. 
  • Ensure customer contact information is updated and kept current in Salesforce and ConnectWise.  
  • Organize monthly check-ins with regional service teams to align client needs and gather valuable feedback. 
  • Collaborate with Marketing to develop customer appreciation initiatives and engagement activities. 
  • Act as a customer advocate by collaborating with cross-functional teams such as Marketing, Sales, Product, Service, Finance, and Engineering to enhance processes and improve customer satisfaction and retention. 
  • Assist with special projects as requested by leadership. 
  • 10-20% travel required 

Qualifications:

• • Associate’s degree in management, Information Technology, Computer Science or commensurate experience required. 
  • 1 year of experience in customer success, sales, or consulting capacity. 
  • Familiarity with IT services such as Microsoft O365, Cloud, or Network Security is helpful; additional training will be provided. 
  • Basic knowledge of CRM systems like Salesforce, ConnectWise, or Microsoft Dynamics is advantageous. 
  • Solid understanding of cybersecurity or managed IT services, and how they relate to helping solve SMB, mid-market, and enterprise frustrations.
  •  Experience working cross-functionally with an account team including both Account Managers and SMEs, providing account management support to assigned projects and service teams.
  • Ability to work in a team environment and demonstrate leadership, presentation, and planning ability, as well as verbal and written communication skills.
  • Business acumen; translating business requirements into related solutions.
  •  Flexible and able to remain calm in times of stress while managing multiple priorities at one time.
  • Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations.
  • Sound problem-solving technique with ability and persistence to generate options and select the best solution.
  • Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders.
  • Ability to communicate effectively with customers and various levels of management both verbally and in written form.
  • Ability to manage multiple sales opportunities in a fast-paced environment.
  • Team player mentality and willingness to share knowledge with others. 

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Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.