Manager, Customer Success (Bellevue, WA / Chicago, IL)
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to include sections only when posting has real specific content.
We need to preserve all substantive info, not invent or summarize away detail.
We need to use - for any list of duties/requirements/benefits, and
for prose.
We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions.
We need to not include headings with filler like "commensurate with experience". So only include sections where we have content.
Let's extract content:
- About The Role: paragraph(s) describing role.
- What You’ll Do: list of duties (People Leadership & Coaching, Commercial & Retention Accountability, Strategic Escalation Support, Process & Playbook Innovation, Goal Alignment & Stewardship, Cross-Functional Collaboration, AI Adoption Advocacy, Talent Cultivation). Each bullet has sub-bullets? Actually each heading with colon then description. We can treat each as a list item with maybe internal detail as prose? The instruction: use
- for any list of duties/requirements/benefits. So we can make a
with each duty as - . Inside
- we can have
or just text.
- Required What You Bring: list of required qualifications: Professional Experience, Leadership Track Record, Configurable SaaS Experience, Coaching Mastery, Stakeholder Navigation, Enterprise Focus. Could be a list.
- Nice to Have: could be considered Skills or Qualifications? Might be separate section "Skills" or "Qualifications". We have headings: Skills, Qualifications. We could put Required under "Requirements" and Nice to Have under "Skills" or "Qualifications". The instruction: use headings exactly as given: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content accordingly.
Thus:
- About the role: paragraph from "About The Role".
- Responsibilities: list from "What You’ll Do".
- Requirements: list from "Required What You Bring".
- Qualifications: maybe we could put "Nice to Have" as Qualifications? Or we could split: Qualifications for required? But we already used Requirements for required. Qualifications could be for nice-to-have? Or we could leave Qualifications empty if not needed? But we should only include sections when posting has real specific content. So we need to decide if we have content for Qualifications. The posting includes "Nice to Have" which could be considered qualifications. So we can put that under Qualifications.
- Skills: maybe we could put "Technical & AI Curiosity" etc? But those are within Nice to Have. Could also put under Skills. However we have both Qualifications and Skills headings; we need to decide distribution. Perhaps we put Required under Requirements, Nice to Have under Qualifications, and maybe Skills could be omitted if no distinct skills list. But we have "Technical & AI Curiosity" etc which are skills. Could put under Skills.
Better: Use Requirements for required experience/leadership etc. Use Qualifications for nice-to-have domain knowledge etc. Use Skills for technical & AI curiosity etc. But the nice-to-have list includes: Ecosystem Familiarity, Domain Credibility, Technical & AI Curiosity. Those could be skills. So maybe we put all nice-to-have under Skills. Then Qualifications could be omitted. But we need to follow instruction: include a section ONLY when posting has real, specific content for it. So we can omit Qualifications if we don't have distinct content.
Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits, Pay, Schedule.
We also need Benefits: from "Total Rewards" paragraph describing benefits: competitive salary, variable compensation, equity options, flexible health and wellness benefits, generous PTO, Annual Company Holidays, Health Days, Summer Fridays, access to LinkedIn Learning, regular People Leader training, internal Mentorship Program. Also volunteer hours, charitable activities, recognition as top workplace. We'll list as
.
Pay: salary range $115,000 - $140,000 per year + variable + equity + benefits. Also note actual salaries may vary etc. We'll include that.
Schedule: Office Location: Hybrid, based out of Chicago HQ or Bellevue office. Expected to be available to work from office as needed to support in-person collaboration with team which may include recurring in-office days. Also up to 50% travel. So schedule includes hybrid and travel.
We need to not repeat job title. No markdown.
Let's craft HTML.
We'll start with About the role
then ...
.
Then Responsibilities
- ... etc.
We need to preserve all substantive info; not invent or summarize away detail. So we need to keep the details exactly as in posting, but we can rephrase slightly? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep the details, but we can format them. Likely okay to keep same wording.
Let's extract exact sentences.
About The Role: "As the Manager of Customer Success, you will act as a force multiplier for a high-performing team, driving engagement and reinforcing a culture of accountability. While balancing people leadership with strategic oversight of a client portfolio, you will coach your team to master complex enterprise renewals, mitigate churn risks, and help our clients maximize business value through our leading AI GRC platform, Risk Cloud. This role requires up to 50% travel to maintain strong customer relationships, support strategic account engagement, and collaborate with internal stakeholders."
We'll put that in
.
Responsibilities: list each bullet:
- People Leadership & Coaching: Lead, mentor, and develop a team of Customer Success Managers across both the United States and the United Kingdom. Drive professional growth by conducting regular career development conversations, managing performance cycle frameworks, and building the team's collective commercial and GRC expertise.
- Commercial & Retention Accountability: Own team-level renewal, retention, and expansion performance metrics. Maintain absolute visibility into your team's book of business, accurately tracking forecasts and actively engaging to support your direct reports in proactive "save" activities for at-risk accounts.
- Strategic Escalation Support: Serve as a point of issue escalation and provide a meaningful leadership presence on complex customer situations. Step into multi-threaded enterprise accounts when a leadership voice is required, coaching CSMs on how to navigate difficult commercial conversations with executive stakeholders.
- Process & Playbook Innovation: Assist with the continuous improvement of the Customer Success department by developing, maintaining, and scaling internal standards, operational playbooks, and customer retention strategies.
- Goal Alignment & Stewardship: Cascade company and department objectives to your team using the OKR framework. Partner with direct reports to establish, review, and measure clear business targets and individual growth areas within Lattice.
- Cross-Functional Collaboration: Partner seamlessly with Sales, Implementation Services, and Product teams to eliminate friction across customer handoffs, deliver Executive Business Reviews, and share product feedback internally.
- AI Adoption Advocacy: Coach your team on how to strategically advise customers on leveraging Risk Cloud’s built-in AI capabilities and automated workflows. Model an innovative mindset by encouraging the utilization of generative AI tools to optimize daily workflows, documentation, and internal efficiencies.
- Talent Cultivation: Actively participate in the employee lifecycle by refining role scopes, interviewing diverse talent, and making thoughtful leveling and compensation recommendations.
We'll put each as
- with the text.
Requirements: list:
- Professional Experience: 5+ years of experience in customer success, account management, or an enterprise client-facing role within the B2B SaaS ecosystem.
- Leadership Track Record: 2+ years of formal people management or dedicated team leadership experience with direct accountability for team-level retention, forecasting, and coaching outcomes.
- Configurable SaaS Experience: Experience working within a highly configurable low-code/no-code SaaS environment serving risk, compliance, or security practitioners.
- Coaching Mastery: Demonstrated ability and passion for developing individual contributors and driving results through regular feedback, career pathing, and effective performance management.
- Stakeholder Navigation: Exceptional communication and presentation skills, with a proven ability to collaborate cross-functionally across Sales, Product, and Services to manage multi-stakeholder enterprise risks.
- Enterprise Focus: Deep knowledge and experience working with the world’s largest companies to deliver outcomes and drive success for their business.
We'll put each as
- .
Skills (nice-to-have): list:
- Ecosystem Familiarity: Hands-on familiarity with customer success management platforms (e.g., Planhat, Salesforce) and comfort using Google suite and Slack.
- Domain Credibility: Robust GRC, risk management, or compliance industry knowledge that allows you to guide account strategy and serve as a credible subject-matter resource for your team.
- Technical & AI Curiosity: A forward-thinking mindset with a demonstrated curiosity for utilizing Generative AI tools to optimize documentation, asset creation, or team workflows.
We'll put as
- .
Benefits: from Total Rewards: "We are proud to offer a variety of competitive, inclusive, and comprehensive total rewards that are designed to support the unique needs of our employees both inside and outside of the workplace. In addition to offering competitive salary and variable compensation plans, equity options, and flexible health and wellness benefits, we are proud to offer generous PTO, Annual Company Holidays, Health Days, and Summer Fridays. Employees' growth and development are supported throughout their career journey through informal and formal programs and activities, including access to LinkedIn Learning, regular People Leader training, and our internal Mentorship Program. Our Culture ... We encourage everyone to join one of our Employee Resource Groups (AAPI @ LogicGate, Pride at LogicGate, and Women in LogicGate) to participate in and contribute to conversations that foster an inclusive culture. We are proud to have been recognized as a top workplace by Built In, Crain’s Chicago Business, the Chicago Tribune, and more. Visit our website to learn about our latest recognition. Learn more about our culture here." Also volunteer hours and charitable activities: "LogicGate also believes strongly in giving back to the communities in which we live and work. To enable our teams to give back, we offer paid volunteer hours and company-wide charitable activities supporting a variety of organizations and causes."
We need to keep substantive info; we can combine into a list.
Let's extract bullet points:
- Competitive salary and variable compensation plans
- Equity options
- Flexible health and wellness benefits
- Generous PTO
- Annual Company Holidays
- Health Days
- Summer Fridays
- Access to LinkedIn Learning
- Regular People Leader training
- Internal Mentorship Program
- Employee Resource Groups (AAPI @ LogicGate, Pride at LogicGate, Women in LogicGate)
- Paid volunteer hours
- Company-wide charitable activities supporting various organizations and causes
- Recognition as top workplace (Built In, Crain’s Chicago Business, Chicago Tribune, etc.)
We'll put as
.
Pay: "The anticipated base salary range for the role is $115,000 - $140,000 per year + variable + equity + benefits. Actual salaries may vary and will be based on factors, such as the candidate's qualifications, skills, competencies, and proficiency for the role. Internal candidates who have current pay within or above the hiring range are still encouraged to apply if interested."
We'll put in .
Schedule: from Office Location: "This role is classified as Hybrid, based out of our Chicago HQ or Bellevue office. You are expected to be available to work from the office as needed to
for prose. We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. We need to not include headings with filler like "commensurate with experience". So only include sections where we have content. Let's extract content: - About The Role: paragraph(s) describing role. - What You’ll Do: list of duties (People Leadership & Coaching, Commercial & Retention Accountability, Strategic Escalation Support, Process & Playbook Innovation, Goal Alignment & Stewardship, Cross-Functional Collaboration, AI Adoption Advocacy, Talent Cultivation). Each bullet has sub-bullets? Actually each heading with colon then description. We can treat each as a list item with maybe internal detail as prose? The instruction: use
- for any list of duties/requirements/benefits. So we can make a
- with each duty as
- . Inside
- we can have
or just text. - Required What You Bring: list of required qualifications: Professional Experience, Leadership Track Record, Configurable SaaS Experience, Coaching Mastery, Stakeholder Navigation, Enterprise Focus. Could be a list. - Nice to Have: could be considered Skills or Qualifications? Might be separate section "Skills" or "Qualifications". We have headings: Skills, Qualifications. We could put Required under "Requirements" and Nice to Have under "Skills" or "Qualifications". The instruction: use headings exactly as given: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content accordingly. Thus: - About the role: paragraph from "About The Role". - Responsibilities: list from "What You’ll Do". - Requirements: list from "Required What You Bring". - Qualifications: maybe we could put "Nice to Have" as Qualifications? Or we could split: Qualifications for required? But we already used Requirements for required. Qualifications could be for nice-to-have? Or we could leave Qualifications empty if not needed? But we should only include sections when posting has real specific content. So we need to decide if we have content for Qualifications. The posting includes "Nice to Have" which could be considered qualifications. So we can put that under Qualifications. - Skills: maybe we could put "Technical & AI Curiosity" etc? But those are within Nice to Have. Could also put under Skills. However we have both Qualifications and Skills headings; we need to decide distribution. Perhaps we put Required under Requirements, Nice to Have under Qualifications, and maybe Skills could be omitted if no distinct skills list. But we have "Technical & AI Curiosity" etc which are skills. Could put under Skills. Better: Use Requirements for required experience/leadership etc. Use Qualifications for nice-to-have domain knowledge etc. Use Skills for technical & AI curiosity etc. But the nice-to-have list includes: Ecosystem Familiarity, Domain Credibility, Technical & AI Curiosity. Those could be skills. So maybe we put all nice-to-have under Skills. Then Qualifications could be omitted. But we need to follow instruction: include a section ONLY when posting has real, specific content for it. So we can omit Qualifications if we don't have distinct content. Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits, Pay, Schedule. We also need Benefits: from "Total Rewards" paragraph describing benefits: competitive salary, variable compensation, equity options, flexible health and wellness benefits, generous PTO, Annual Company Holidays, Health Days, Summer Fridays, access to LinkedIn Learning, regular People Leader training, internal Mentorship Program. Also volunteer hours, charitable activities, recognition as top workplace. We'll list as
- .
Pay: salary range $115,000 - $140,000 per year + variable + equity + benefits. Also note actual salaries may vary etc. We'll include that.
Schedule: Office Location: Hybrid, based out of Chicago HQ or Bellevue office. Expected to be available to work from office as needed to support in-person collaboration with team which may include recurring in-office days. Also up to 50% travel. So schedule includes hybrid and travel.
We need to not repeat job title. No markdown.
Let's craft HTML.
We'll start with
- ... etc.
We need to preserve all substantive info; not invent or summarize away detail. So we need to keep the details exactly as in posting, but we can rephrase slightly? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep the details, but we can format them. Likely okay to keep same wording.
Let's extract exact sentences.
About The Role: "As the Manager of Customer Success, you will act as a force multiplier for a high-performing team, driving engagement and reinforcing a culture of accountability. While balancing people leadership with strategic oversight of a client portfolio, you will coach your team to master complex enterprise renewals, mitigate churn risks, and help our clients maximize business value through our leading AI GRC platform, Risk Cloud. This role requires up to 50% travel to maintain strong customer relationships, support strategic account engagement, and collaborate with internal stakeholders."
We'll put that in
. Responsibilities: list each bullet: - People Leadership & Coaching: Lead, mentor, and develop a team of Customer Success Managers across both the United States and the United Kingdom. Drive professional growth by conducting regular career development conversations, managing performance cycle frameworks, and building the team's collective commercial and GRC expertise. - Commercial & Retention Accountability: Own team-level renewal, retention, and expansion performance metrics. Maintain absolute visibility into your team's book of business, accurately tracking forecasts and actively engaging to support your direct reports in proactive "save" activities for at-risk accounts. - Strategic Escalation Support: Serve as a point of issue escalation and provide a meaningful leadership presence on complex customer situations. Step into multi-threaded enterprise accounts when a leadership voice is required, coaching CSMs on how to navigate difficult commercial conversations with executive stakeholders. - Process & Playbook Innovation: Assist with the continuous improvement of the Customer Success department by developing, maintaining, and scaling internal standards, operational playbooks, and customer retention strategies. - Goal Alignment & Stewardship: Cascade company and department objectives to your team using the OKR framework. Partner with direct reports to establish, review, and measure clear business targets and individual growth areas within Lattice. - Cross-Functional Collaboration: Partner seamlessly with Sales, Implementation Services, and Product teams to eliminate friction across customer handoffs, deliver Executive Business Reviews, and share product feedback internally. - AI Adoption Advocacy: Coach your team on how to strategically advise customers on leveraging Risk Cloud’s built-in AI capabilities and automated workflows. Model an innovative mindset by encouraging the utilization of generative AI tools to optimize daily workflows, documentation, and internal efficiencies. - Talent Cultivation: Actively participate in the employee lifecycle by refining role scopes, interviewing diverse talent, and making thoughtful leveling and compensation recommendations. We'll put each as
- with the text. Requirements: list: - Professional Experience: 5+ years of experience in customer success, account management, or an enterprise client-facing role within the B2B SaaS ecosystem. - Leadership Track Record: 2+ years of formal people management or dedicated team leadership experience with direct accountability for team-level retention, forecasting, and coaching outcomes. - Configurable SaaS Experience: Experience working within a highly configurable low-code/no-code SaaS environment serving risk, compliance, or security practitioners. - Coaching Mastery: Demonstrated ability and passion for developing individual contributors and driving results through regular feedback, career pathing, and effective performance management. - Stakeholder Navigation: Exceptional communication and presentation skills, with a proven ability to collaborate cross-functionally across Sales, Product, and Services to manage multi-stakeholder enterprise risks. - Enterprise Focus: Deep knowledge and experience working with the world’s largest companies to deliver outcomes and drive success for their business. We'll put each as
- . Skills (nice-to-have): list: - Ecosystem Familiarity: Hands-on familiarity with customer success management platforms (e.g., Planhat, Salesforce) and comfort using Google suite and Slack. - Domain Credibility: Robust GRC, risk management, or compliance industry knowledge that allows you to guide account strategy and serve as a credible subject-matter resource for your team. - Technical & AI Curiosity: A forward-thinking mindset with a demonstrated curiosity for utilizing Generative AI tools to optimize documentation, asset creation, or team workflows. We'll put as
- .
Benefits: from Total Rewards: "We are proud to offer a variety of competitive, inclusive, and comprehensive total rewards that are designed to support the unique needs of our employees both inside and outside of the workplace. In addition to offering competitive salary and variable compensation plans, equity options, and flexible health and wellness benefits, we are proud to offer generous PTO, Annual Company Holidays, Health Days, and Summer Fridays. Employees' growth and development are supported throughout their career journey through informal and formal programs and activities, including access to LinkedIn Learning, regular People Leader training, and our internal Mentorship Program. Our Culture ... We encourage everyone to join one of our Employee Resource Groups (AAPI @ LogicGate, Pride at LogicGate, and Women in LogicGate) to participate in and contribute to conversations that foster an inclusive culture. We are proud to have been recognized as a top workplace by Built In, Crain’s Chicago Business, the Chicago Tribune, and more. Visit our website to learn about our latest recognition. Learn more about our culture here." Also volunteer hours and charitable activities: "LogicGate also believes strongly in giving back to the communities in which we live and work. To enable our teams to give back, we offer paid volunteer hours and company-wide charitable activities supporting a variety of organizations and causes."
We need to keep substantive info; we can combine into a list.
Let's extract bullet points:
- Competitive salary and variable compensation plans
- Equity options
- Flexible health and wellness benefits
- Generous PTO
- Annual Company Holidays
- Health Days
- Summer Fridays
- Access to LinkedIn Learning
- Regular People Leader training
- Internal Mentorship Program
- Employee Resource Groups (AAPI @ LogicGate, Pride at LogicGate, Women in LogicGate)
- Paid volunteer hours
- Company-wide charitable activities supporting various organizations and causes
- Recognition as top workplace (Built In, Crain’s Chicago Business, Chicago Tribune, etc.)
We'll put as
- .
Pay: "The anticipated base salary range for the role is $115,000 - $140,000 per year + variable + equity + benefits. Actual salaries may vary and will be based on factors, such as the candidate's qualifications, skills, competencies, and proficiency for the role. Internal candidates who have current pay within or above the hiring range are still encouraged to apply if interested."
We'll put in
. Schedule: from Office Location: "This role is classified as Hybrid, based out of our Chicago HQ or Bellevue office. You are expected to be available to work from the office as needed to
About the role
then...
. ThenResponsibilities
- ... etc.
We need to preserve all substantive info; not invent or summarize away detail. So we need to keep the details exactly as in posting, but we can rephrase slightly? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep the details, but we can format them. Likely okay to keep same wording.
Let's extract exact sentences.
About The Role: "As the Manager of Customer Success, you will act as a force multiplier for a high-performing team, driving engagement and reinforcing a culture of accountability. While balancing people leadership with strategic oversight of a client portfolio, you will coach your team to master complex enterprise renewals, mitigate churn risks, and help our clients maximize business value through our leading AI GRC platform, Risk Cloud. This role requires up to 50% travel to maintain strong customer relationships, support strategic account engagement, and collaborate with internal stakeholders."
We'll put that in