Sr. Director, Customer Success
Core
Develop and execute the customer success strategy for LogicMonitor's largest region (Americas), owning the operating model for GRR, NRR, renewals, and expansion.
Role type
Sr. Director, Customer Success (Americas)
Builds
Customer success operating model, scalable engagement practices, and AI-enabled workflows for the Americas region.
Domain
IT Infrastructure Management / Observability / SaaS
Required skills
Strategic planning, P&L management, team leadership, data analysis, executive relationship management, change management, AI adoption strategy, process optimization, stakeholder management, forecasting
Preferred skills
Experience with hybrid observability platforms, AI tool implementation, autonomous IT strategies
Technologies
LogicMonitor, ChatGPT, AI tools
Responsibilities
Define and execute regional customer success strategy; Own performance against GRR, NRR, churn, and expansion metrics; Lead a high-performing Customer Success organization; Champion a Customer Business Value-first mindset; Drive responsible use of AI to automate and improve customer success processes; Modernize customer engagement practices and systems; Evaluate and optimize the Customer Success organization's talent and structure.
Seniority
Senior, hands-on IC