Customer Success Manager

About the Company

Logically closes the gap between IT operations and cybersecurity by unifying them into a single, accountable operating model. This approach reduces risk, accelerates response, and strengthens resilience across hybrid environments. With shared visibility, integrated workflows, and clear ownership, organizations gain greater control and confidence in their technology. Logically embeds cybersecurity into every layer—from end user to edge to cloud—combining AI-assisted monitoring with human-led expertise to deliver faster insight and smarter decisions. For over 20 years, Logically has partnered with mid-market and enterprise organizations to simplify complexity, reduce risk, and improve resilience as a true extension of their teams.

Why Work for Us

• A culture built on doing the right thing
• Work at the forefront of cybersecurity and emerging technologies
• Collaborative, growth-oriented environment
• Competitive compensation and benefits
• Opportunities for professional development and advancement
• Make a real impact by helping organizations reduce risk and build resilience

About the Role

The Customer Success Manager (CSM) drives growth and customer success within the existing customer base. This role focuses on promoting customer retention, loyalty, and high engagement with Logically’s services and products. The CSM plans and prioritizes customer activities to manage issues and requests effectively.

10-20% travel required.

Responsibilities

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

Requirements

• Associate’s degree in management, Information Technology, Computer Science, or commensurate experience.
• 1 year of experience in customer success, sales, or consulting.
• Familiarity with IT services such as Microsoft O365, Cloud, or Network Security (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 address SMB, mid-market, and enterprise challenges.
• Experience working cross-functionally with account teams, including Account Managers and SMEs, to provide account management support.

Skills

• Ability to work in a team environment and demonstrate leadership, presentation, and planning skills.
• Strong verbal and written communication skills, including handling difficult conversations.
• Business acumen; translating business requirements into solutions.
• Flexibility and ability to remain calm under stress while managing multiple priorities.
• Active listener with sound problem-solving skills and persistence in generating and selecting the best solutions.
• Ability to build relationships based on trust to foster collaboration among team members and stakeholders.
• Effective communication with customers and various levels of management, both verbally and in writing.
• Ability to manage multiple sales opportunities in a fast-paced environment.
• Team player mentality and willingness to share knowledge with others.