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Salary: USD 115,000 - 140,000 / annual
LogicGate is the leading AI GRC (Governance, Risk, and Compliance) platform for enterprises. The company helps governance, risk, and compliance teams limit surprises, strengthen resilience, and confidently quantify business impact through a centralized platform with AI intelligence woven into its core.
As Manager of Customer Success, you will lead and develop a high-performing team of Customer Success Managers across the United States and United Kingdom. You will balance people leadership with strategic oversight of a client portfolio, coaching your team to master complex enterprise renewals, mitigate churn risks, and help clients maximize business value through the Risk Cloud platform.
Key responsibilities include:
• Lead, mentor, and develop your CSM team through regular career development conversations, performance management, and building collective commercial and GRC expertise.
• Own team-level renewal, retention, and expansion performance metrics with absolute visibility into your team's book of business, actively supporting direct reports in proactive save activities for at-risk accounts.
• Serve as a point of escalation for complex customer situations, stepping into multi-threaded enterprise accounts when leadership presence is required and coaching CSMs on navigating difficult commercial conversations.
• Assist with continuous improvement of the Customer Success department by developing and scaling internal standards, operational playbooks, and customer retention strategies.
• Cascade company and department objectives to your team using the OKR framework, establishing and measuring clear business targets and individual growth areas.
• Partner seamlessly with Sales, Implementation Services, and Product teams to eliminate friction across customer handoffs and deliver Executive Business Reviews.
• Coach your team on strategically advising customers on leveraging Risk Cloud's AI capabilities and automated workflows, modeling an innovative mindset with generative AI tools.
• Actively participate in the employee lifecycle by refining role scopes, interviewing talent, and making thoughtful leveling and compensation recommendations.
This role requires up to 50% travel to maintain strong customer relationships and support strategic account engagement. You will be based out of either the Chicago HQ or Bellevue office with expectations to work in-office as needed for team collaboration.
**Requirements:**
• 5+ years of experience in customer success, account management, or enterprise client-facing roles within B2B SaaS
• 2+ years of formal people management or dedicated team leadership experience with direct accountability for team-level retention, forecasting, and coaching outcomes
• Experience working within highly configurable low-code/no-code SaaS environments serving risk, compliance, or security practitioners
• Demonstrated ability and passion for developing individual contributors and driving results through regular feedback, career pathing, and effective performance management
• Exceptional communication and presentation skills with proven ability to collaborate cross-functionally across Sales, Product, and Services to manage multi-stakeholder enterprise risks
• Deep knowledge and experience working with large enterprises to deliver outcomes and drive success
**Nice to Have:**
• Hands-on familiarity with customer success management platforms (e.g., Planhat, Salesforce) and comfort with Google Suite and Slack
• Robust GRC, risk management, or compliance industry knowledge
• Forward-thinking mindset with demonstrated curiosity for utilizing Generative AI tools to optimize documentation and team workflows
