LogMeIn Customer Success Manager in Boston, Massachusetts
The Customer Success Manager works proactively with our larger value Remote Solutions Group (RSG) customers and in close connection with LogMeIn’s sales, marketing, and inbound care teams to ensure valuable customer engagement and long-term success. You are a super project manager with strong consulting skills and passionate about helping customers gain maximum value from the solutions purchased. You will drive successful outcomes for our customers in early life through onboarding as well as deliver continued value throughout their lifecycle with a focus on growth, risk mitigation, retention, and customer happiness. You serve as the trusted point of contact for a portfolio of customers, helping ensure optimal leverage of the product and its best practices towards customer's business goals, thinking outside the box for ways customers can increase business value and achieve their desired outcomes. If you are technically savvy, customer obsessed, solution oriented, creative, and will go above-and-beyond to serve our customers, this role is for you!
Develops excellent customer relationships to drive ROI, growth, retention, and high customer satisfaction
Manage onboarding and implementation of larger value customers, including training and account planning, reducing time to first use and time to benefit while aligning to customer goals and execution
Navigates customer’s organization to deepen strong relationships with key decision makers and to strengthen understanding of desired business outcomes and strategy
Builds strong and effective relationships with Sales partners to jointly represent LogMeIn as a unified Account Team that supports and manages each customer
Develops tactical Account Plans collaboratively with Account Teams
Responsible for risk identification, escalation, and mitigation planning & execution
Identifies incremental opportunities within and across other business units; works closely with Sales to pursue and win
Runs customer outreach campaigns via email/phone to provide best practices and drive customer’s desired outcomes
Leads monthly and/or quarterly business reviews with customers, reinforcing ROI and identifying innovative solutions to solve critical business problems
Employs customer-oriented innovative approaches to achieving desired outcomes and possess the mindset required to understand and process business situations
Effectively presents business concepts and ability to communicate to all levels of an organization
Strong presentation/demonstration skills, effectively works with customers and internal teams
Performs ongoing analysis of customer engagement and takes the necessary measures to increase product usage, adoption, and retention
Owns closed-loop process for more difficult outbound conversations, including NPS
Proactively connects with customers throughout lifecycle to maximize customer ROI and services benefits
Maintains effective communication with clients, sales executives, and other sales support team members
Maintains an understanding of customer requirements and strives for maximum customer satisfaction through verified outcomes and customer experience
Applies strong understanding of internal tools for documentation and reporting requirements; runs standard reports with minimal guidance
Meets or exceeds KPIs and goals as set by LogMeIn and Customer Success Leadership
Other Duties and Responsibilities
Conducts and participates in delivering Live Training and Webinars for Customers
Participates in Beta testing of both new and existing products/features
Creates and drives proactive campaigns to align with the product and marketing teams
Participates in projects related to customers as well as internal process improvements
Mentors new team members and/or provides training to new/existing Customer Success Managers as applicable
Completes other duties as assigned
Requirements, Knowledge and Skills
Customer-obsessed – what we do revolves around the customer!
Bachelor’s degree or equivalent is preferred
3 years’ experience in a B2B or SaaS customer-facing role
Proficiency using Microsoft Office (Word, Excel, Outlook), Salesforce.com, Gainsight preferred
Strong written and verbal communication skills to effectively present business concepts and communicate to all levels of an organization
Excellent customer relationship skills: ability to penetrate, grow and retain accounts, build relationships, and quickly spot and communicate potential risks and issues
Tech-Savvy: loves technology, learns, and adopts quickly, sharing this passion with customers
Solutions Oriented: a natural critical thinker to troubleshoot and solve complex problems in a fast-paced, changing environment through creative, innovative, and inquisitive actions
Ability to be a team-player and willing to work with others toward common goals
Ability to excel in data-driven, metrics-oriented environment
Demonstrated ability to manage a high volume of activities with varying priorities
Demonstrated discretion and ability to work with confidential information
Strong presentation/demonstration skills, effectively working directly with prospects, clients, and account executives
Can perform day-to-day work with minimal supervision, and new and/or complex assignments with more detailed direction
English-speaking proficiency is required, bilingual skills a plus
Innovation: Participates in and supports an environment that is conducive to innovation and new ways of doing things; exhibits curiosity and open-mindedness; suggests new ideas in response to and anticipation of business needs
Accountability: Performs duties with timeliness, dependability and punctuality of shift start times and scheduled breaks; holds self-accountable for keeping commitments and delivering the best possible performance; works well independently; takes initiative to prioritize and complete assigned tasks
Authenticity: Shows a genuine, accessible, and caring personality that builds trust, mutual support, and credibility; listens, exhibits humility and gauges approachability of others; maintains composure and is respectful and straightforward with others; develops trusting relationships; takes full responsibility for self; respects the confidentiality of the information they acquire, maintain, and use in their job, and personally disengages from it
Communication: Communicates clearly and concisely; ensures that communication channels are open, and that information and ideas are flowing in all appropriate directions; listens, asks for and uses input effectively
Excellence Orientation : Strives to be the best that one can be and maximizes one's own potential in helping LogMeIn succeed; exhibits resilience, persistence, tenacity, and a continuous mindset for improvement
Teamwork: Collaborates with others toward shared goals, exhibits cooperativeness; participates in and supports effective conflict resolution
Be Real: Be authentic and bring your whole self to work. Be mindful to create space to celebrate diversity of thought, background, and perspective. Give back wherever you can.
Think Big: Play to win and aim high. Be inventive to solve our customers' needs. Don't be afraid to try something new.
Move Fast: Speed over perfection. Disagree but commit. Make progress every day. Simplify, take action, and own outcomes.
Keep Growing : Always be curious and learning. Embrace feedback and grow from your mistakes. Share your learnings with others.
At LogMeIn, Inc., we build category-defining products that unlock the potential of the modern workforce, making it possible for millions of people and businesses around the globe do their best work, whenever, however, and most importantly, wherever. We’re a pioneer in remote work technology and a driving force behind today’s work-from-anywhere movement, and have become one of the world’s largest SaaS companies with tens of millions of active users, more than 3,500 global employees, over $1.2 billion in annual revenue and more than 2 million customers worldwide who use our software as an essential part of their daily lives. We’re headquartered in Boston, Massachusetts with additional locations in North America, South America, Europe, Asia and Australia.
LogMeIn, Inc. is committed to providing equal opportunity in employment to all employees and applicants for employment. No employee or applicant shall be discriminated against in the terms and conditions of employment on the basis of race, color, religious creed, gender, sex, pregnancy, religion, marital or domestic partner status, age, national origin, ancestry, physical or mental disability (including AIDS/HIV), medical condition, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, application for or denial of family and medical care leave and/or pregnancy disability leave, or any other basis protected by federal, state or local law or ordinance or regulation. LogMeIn, Inc. also prohibits discrimination based on the perception that anyone has one of these characteristics or is associated with a person who has or who is perceived as having any of those characteristics.Each officer, manager, and employee is expected to support, cooperate with, and carry out this policy. Any employee who believes he or she has been the victim of employment discrimination, or has witnessed discrimination in the workplace based on any of these factors should report the matter immediately to Human Resources.
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