[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Logically is a company focused on unifying IT operations and cybersecurity for organizations. They are seeking a Customer Success Manager who will drive growth and customer success by promoting retention and loyalty, managing customer activities, and ensuring high engagement with services and products.ResponsibilitiesAssist in developing success plans and strategies for customers, with a focus on supporting long-term relationships and reducing customer churnPerform follow-up tasks as part of marketing campaigns, helping to ensure customer engagement and satisfactionAim for high customer satisfaction scores, making sure customers are referenceable and receive annual NPS scores of >8Monitor customer agreements and help manage change requests and approvals as neededMaintain customer information and activity in CRM tools like Salesforce, ensuring accurate record-keeping and adherence to defined proceduresIdentify opportunities to expand product and service usage with existing customers and provide support in managing these opportunitiesEnsure customer contact information is updated and kept current in Salesforce and ConnectWiseOrganize monthly check-ins with regional service teams to align client needs and gather valuable feedbackCollaborate with Marketing to develop customer appreciation initiatives and engagement activitiesAct as a customer advocate by collaborating with cross-functional teams such as Marketing, Sales, Product, Service, Finance, and Engineering to enhance processes and improve customer satisfaction and retentionAssist with special projects as requested by leadership10-20% travel requiredSkillsAssociate's degree in management, Information Technology, Computer Science or commensurate experience required1 year of experience in customer success, sales, or consulting capacityFamiliarity with IT services such as Microsoft O365, Cloud, or Network Security is helpful; additional training will be providedBasic knowledge of CRM systems like Salesforce, ConnectWise, or Microsoft Dynamics is advantageousSolid understanding of cybersecurity or managed IT services, and how they relate to helping solve SMB, mid-market, and enterprise frustrationsExperience working cross-functionally with an account team including both Account Managers and SMEs, providing account management support to assigned projects and service teamsAbility to work in a team environment and demonstrate leadership, presentation, and planning ability, as well as verbal and written communication skillsBusiness acumen; translating business requirements into related solutionsFlexible and able to remain calm in times of stress while managing multiple priorities at one timeActive listener with excellent oral and written communication skills, as well as the ability to handle difficult conversationsSound problem-solving technique with ability and persistence to generate options and select the best solutionAbility to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholdersAbility to communicate effectively with customers and various levels of management both verbally and in written formAbility to manage multiple sales opportunities in a fast-paced environmentTeam player mentality and willingness to share knowledge with othersBenefitsCompetitive compensation and benefitsOpportunities for professional development and advancementCompany OverviewLogically is a national managed security and IT solution provider managing complexity, performance, and security of business technology. It was founded in 1999, and is headquartered in Dublin, Ohio, USA, with a workforce of 201-500 employees. Its website is https://www.logically.com/.