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LogRocket is a web experience platform founded in 2016 that helps product managers and developers understand user experience through pixel-perfect session replays, logs, errors, and network activity insights. The company serves over 3,000 customers including ClassPass, Capital One, Cisco, and Rippling, and has raised $55M from top-tier investors including Matrix Partners and Battery Ventures.
As a Customer Success Manager, you will own the end-to-end relationship and success for an assigned portfolio of customers, from initial onboarding through renewal and expansion. You will consult with customers to understand their business goals, confirm value delivery and ROI, and develop strategies to maximize their value from the LogRocket platform. Key responsibilities include:
- Successfully onboarding new customers with focus on time-to-value for their priorities and use cases
- Conducting regular check-ins including weekly calls, monthly health checks, quarterly business reviews, and executive business reviews
- Proactively monitoring feature usage, health scores, and demonstrated value to drive high retention rates and revenue growth
- Identifying white-space opportunities and collaborating with Account Managers to expand LogRocket usage across new teams and applications to increase ARR
- Acting as the bridge between customers, product, and support teams to ensure tickets and feature requests are properly managed and resolved
- Managing retention and upsell pipeline and forecasts to exceed quarterly goals while maintaining accurate CRM data
- Building relationships with key champions and executives across customer organizations
You will work in a hybrid capacity with flexibility in hours and location, with primary office presence in either Boston or New York.
REQUIREMENTS:
- 1-2+ years of experience in product management and/or data analytics
- Experience with customer support, technical customer support, or solution engineering (desired)
- Experience building and/or supporting customer retention, churn reduction, and upsells
- Ability to work with key champions, build relationships, and uncover expansion opportunities
- Self-learner and self-starter capable of becoming a product expert and customer advocate
- Strong organizational and detail-oriented skills
- Excellent written and verbal communication skills, including ability to lead calls with executives and key stakeholders
- Demonstrated ability to communicate both technical and business concepts
- Proven track record managing successful cross-functional programs that drive customer success
- Ability to work cross-departmentally with sales, product, and support teams
- Technology industry experience (preferred)
- Passion for startups (required)
