At a Glance
- Tasks: Lead a dynamic team to drive customer success and deliver exceptional experiences.
- Company: Join a top-rated tech company known for its innovative culture and employee satisfaction.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for professional growth.
- Other info: Be part of a diverse team that values every voice and fosters inclusivity.
- Why this job: Make a real impact by helping customers achieve their goals with cutting-edge technology.
- Qualifications: 8+ years in customer success or related fields, with strong leadership skills.
The predicted salary is between 80000 - 100000 £ per year.
About
Us: We love going to work and think you should too.
Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday.
These values serve as the foundation of our culture, guiding our actions and driving us towards excellence.
We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.
About
Us: We love going to work and think you should too.
Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday.
These values serve as the foundation of our culture, guiding our actions and driving us towards excellence.
We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.
This position is located in London, England.
Our office is situated in a core location near Waterloo and Blackfriars on the Southbank.
Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration.
Our teams coordinate their time in Centers of Energy to reflect how they work best.
To learn more about life at Logic Monitor, check out our Careers Page.
What You\'ll
Do: Logic Monitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure.
Logic Monitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments.
By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, Logic Monitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.
Our customers love Logic Monitor\'s ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references.
In fact, Logic Monitor has received the highest Net Promoter Score of any IT Infrastructure Management provider.
Logic Monitor also boasts high employee satisfaction.
We have been certified as a Great Place To Work®, and named one of Built In\'s Best Places to Work for the seventh year in a row!
Logic Monitor is seeking a Senior Manager, Customer Success to lead and scale a team of Customer Success Managers across an assigned region, segment, or customer portfolio.
This leader is accountable for driving measurable customer outcomes, including retention, adoption, value realisation, advocacy, renewal readiness, and expansion influence.
As part of the broader Customer Experience organisation, the Senior Manager will partner closely with Sales, Renewals, Professional Services, Support, Product, and regional leadership to ensure customers achieve sustained value from Logic Monitorʼs platform and related capabilities.
This includes supporting adoption of current and emerging product areas, including AI-led capabilities such as Edwin where relevant.
The Senior Manager is responsible for both the day- to-day leadership of the Customer Success team and the continued maturity of the customer success operating model.
This includes team coaching and development, portfolio health management, customer risk mitigation, executive engagement, success planning, escalation ownership, forecasting inputs, and voice-of-customer feedback.
The successful candidate will be a proven people leader with strong commercial judgment, technical curiosity, operational discipline, and the ability to influence across departments.
They must be comfortable engaging with customers and internal stakeholders at all levels, including VP and C-level executives, and must be able to translate customer priorities into clear actions that improve adoption, retention, and long-term customer value.
Here\'s a closer look at this key role
- Lead, coach, develop, and manage a team of Customer Success Managers, building a high-performing team culture focused on accountability, customer outcomes, commercial awareness, and continuous improvement.
- Own Customer Success outcomes across the assigned portfolio, including customer retention, renewal readiness, adoption, value realisation, advocacy, customer health, and expansion influence.
- Establish and manage the Customer Success operating cadence, including team meetings, 1:1s, portfolio reviews, risk reviews, escalation reviews, and performance reporting.
- Define, implement, and continuously improve the customer lifecycle motion from post-sale handoff through onboarding, adoption, value realization, renewal, and expansion.
- Partner with Sales, Renewals, Professional Services, Support, Product, and Operations to improve customer handoffs, align account strategy, resolve customer friction, and drive measurable customer value.
- Participate in customer-facing and internal commercial activities, including deal reviews, account planning, forecasting, renewal strategy, executive alignment, and expansion planning.
- Own portfolio risk governance and customer escalations, using health, adoption, renewal, support, and commercial data to identify risks, prioritise action, ensure timely resolution, and maintain appropriate executive visibility.
- Ensure success plans are meaningful, current, and aligned to measurable customer business outcomes.
- Act as a senior customer advocate within Logic Monitor by synthesizing customer feedback, surfacing recurring themes, and influencing improvements across Product, Services, Support, and Go-To-Market teams.
- Build and maintain scalable playbooks, processes, templates, and best-practice content that improve consistency and quality across the Customer Success team.
- Support adoption of Logic Monitor’s broader platform capabilities, including AI-led capabilities such as Edwin where relevant, by ensuring the team can connect product functionality to customer value.
- Develop team capability through coaching, enablement, performance management, talent planning, and succession planning.
- Balance customer advocacy with business priorities, ensuring the team delivers a high-quality customer experience while supporting retention, growth, and operational scale.
What You\'ll Need
- Bachelor’s degree in Business Administration, Computer Science, related field, or equivalent practical experience; MBA or relevant advanced qualification preferred but not required.
- 8+ years of experience in Customer Success, Customer Experience, Professional Services, Account Management, or a related customer-facing role within B2B Saa S, enterprise software, or technology services.
- 4+ years of people leadership experience, ideally managing Customer Success teams, senior individual contributors, or managers in a high-growth technology environment.
- Proven track record delivering measurable Customer Success outcomes, including customer retention, renewal readiness, adoption, value realization, customer health improvement, advocacy, and expansion influence.
- Strong understanding of recurring revenue business models, including gross retention, net retention, churn, expansion, customer health, renewal forecasting, and customer lifecycle management.
- Deep understanding of IT infrastructure monitoring, observability, cloud computing, hybrid IT environments, and Saa S delivery models.
- Ability to communicate technical and business value clearly to customers at VP and C-level, including translating platform capability into measurable business outcomes.
- Experience operating in complex, matrixed organisations requiring strong cross-functional influence across Sales, Renewals, Professional Services, Support, Product, Operations, and Executive Leadership.
- Demonstrated ability to build business plans, customer value narratives, executive presentations, and ROI/value realisation analyses.
- Strong analytical and operational capability, with experience using metrics, dashboards, and customer data to manage team performance and guide decision-making.
- Proven ability to lead through ambiguity, make informed decisions, manage competing priorities, and drive accountability across teams.
- Strong written and verbal communication skills, including the ability to craft persuasive content and engage effectively across all organizational levels.
- Demonstrated servant leadership style with the ability to coach, motivate, develop, and hold teams accountable while maintaining a high standard of customer experience.
- Experience managing mixed customer portfolios, including both high-volume customer segments and strategic enterprise accounts, with an adaptive engagement approach.
- Strong process improvement mindset, with experience building scalable playbooks, governance models, templates, and operating rhythms.
- Customer-centric mindset with the ability to balance customer advocacy, commercial priorities, operational scale, and company objectives.
Click here to read our International Applicant Privacy Notice.
Logic Monitor is an Equal Opportunity Employer
At Logic Monitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective.
We’re committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best.
For us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed.
We don’t just open doors; we invite you to step through and be part of something bigger.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
|LT1 #BI-Hybrid
Our goal is to ensure an accessible and inclusive experience for every candidate.
If you need a reasonable accommodation during the application or interview process under applicable local law, please submit a request via this Accommodation Request Form.
Know your rights: workplace discrimination is illegal. Please click here to review Logic Monitor’s U. S. Pay Transparency Nondiscrimination Provision.
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Sr. Manager, Customer Success employer: Logicmonitor
LogicMonitor is an exceptional employer that fosters a dynamic and collaborative work culture, empowering employees to drive meaningful growth within the Managed Service Provider ecosystem. With a strong focus on professional development and a commitment to partner success, employees are provided with ample opportunities for career advancement while working in a vibrant location that encourages innovation and teamwork. The company values diversity and inclusion, making it an attractive place for talented individuals looking to make a significant impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Sr. Manager, Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Logicmonitor. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Logicmonitor before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Sr. Manager, Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Logicmonitor:Your cover letter is your chance to shine! Tell us why you want to work at Logicmonitor specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Logicmonitor!
How to prepare for a job interview at Logicmonitor
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
