Owns customer success for strategic enterprise customers using Edwin’s AI platform. The role guides customers from deployment through adoption, value realization, and Autonomous IT maturity; develops success plans, monitors usage and health signals, leads executive business reviews, demonstrates ROI, identifies expansion opportunities, and coordinates with Sales, Product, Engineering, Marketing, and AI Impact teams. The strategist also contributes customer insights and improves AI-first engagement playbooks.

Advise customers, prospects, and internal teams on best-practice use of LogicMonitor’s observability platform. Remove technical barriers, provide enablement and training, translate customer needs into product and engineering priorities, develop reusable tools and frameworks, and support sales, customer success, professional services, and product teams. The role requires deep IT infrastructure, cloud, virtualization, networking, databases, APIs, troubleshooting, technical writing, and presentation expertise.

Serve as the primary technical contact for enterprise customers, translating business needs into technical requirements and scalable solutions. Develop architecture strategies, documentation, and best-practice guidance; conduct proofs of concept, product demonstrations, training, and workshops. Troubleshoot complex infrastructure issues, advise on observability and enterprise technology, and collaborate with sales, product, and customer experience teams. Gather customer feedback to influence the product roadmap and support successful adoption of the LogicMonitor platform.