Principal Customer Success Manager
Core
Strategic account management for high-value customers to drive retention, expansion, and executive alignment on the LogicMonitor observability platform.
Role type
Principal Customer Success Manager (Senior IC)
Builds
Long-term customer value realization and strategic partnerships for complex enterprise accounts
Domain
IT Infrastructure Management / Observability / Cloud & On-premises
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account management, executive stakeholder engagement, churn risk mitigation, cross-functional leadership, success planning, adoption strategy, technical troubleshooting, data synthesis
Preferred skills
LogicMonitor Certified Expert, Gainsight proficiency, Looker proficiency, AI tool fluency, coaching/mentoring
Technologies
LogicMonitor, Gainsight, Looker, AI tools
Responsibilities
Develop trusted advisor relationships with C-suite executives; lead executive business reviews; drive onboarding and adoption for strategic accounts; identify and address churn risks; coordinate cross-functional initiatives with Sales, Support, and Product; codify best practices and coach the wider Customer Success team; utilize AI tools to augment account research and communication workflows.
Seniority
Principal, hands-on IC with strategic influence
