Director, Customer Sucess

| Greater Boulder Area
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Director, Customer Success Account Management


About us;  


LogRhythm, a Thoma Bravo company is a world leader in NextGen SIEM, empowering thousands of enterprises on six continents to successfully reduce cyber and operational risk by rapidly detecting, responding to and neutralizing damaging cyberthreats. LogRhythm’s technology serves as the foundation for the world’s most modern enterprise security operations centers (SOCs), helping customers measurably secure their cloud, physical, and virtual infrastructures for both IT and OT environments. Built for security professionals by security professionals, the LogRhythm NextGen SIEM Platform has won countless customer and industry accolades. 


Who we are looking for; 

LogRhythm is seeking a highly motivated professional with experience in managing a team of Customer Success Managers and Renewal Managers to drive contract renewals and adoption of the LogRhythm platform.

The Customer Success team is responsible for working with new and existing clients to ensure that they are successfully using the LogRhythm solutions. As the manager of this team, you will develop the overall renewal and adoption strategies and provide leadership and guidance to an existing team of professionals. 

The successful candidate will bring prior experience at a SaaS company managing a Customer Success or renewals team, have excellent written and verbal communication skills, and a passion for the success of our customers. Measures for this role are: Renewal Rate, Renewal Bookings, Product Adoption, Customer Satisfaction, and upsell/cross sell leads generated. 

The ideal candidate will be located in the Boulder/Denver area but we are open to remote working for the right candidate. 

Here’s some of the challenge ahead; 

  • Refine our account segmentation and customer engagement model including account loads per CSM, customer communication cadence, and renewal process.
  • Accurately maintain and update the renewal forecast.
  • Partner with cross functional teams including PS, Support, Training, and Engineering to provide customer feedback and assemble any needed resources to resolve customer escalations.
  • Develop tools, processes, and methodology to help the team drive adoption of the LogRhythm product
  • Define and track customer’s success metrics
  • Provide regular status reports to key stakeholders to bring awareness on risks, milestones and planned activities in each account.
  • Complete customer renewals on-time
  • Work with the field sales team to save at risk accounts

Requirements

  • 7-10 years enterprise customer facing experience in a Customer Success, Contract Renewals, or Sales Management position at a SaaS company.
  • Experience managing 10+ direct reports
  • Strong verbal, written, and presentation communication skills
  • Strong organizational and project management skills
  • Experience with SFDC or equivalent CRM systems
  • Proven track record in managing relationships with large enterprise clients
  • Successful track record in growing accounts and consistently maintaining positive client relationships
  • Have willingness and preference to “roll up sleeves” and work alongside the team
  • Excellent listening, negotiation skills with demonstrable ability to communicate, present and influence effectively at all levels of the organization
  • Bachelor’s degree


LogRhythm is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

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Location

4780 Pearl East Circle, Boulder, CO 80301

What are LogRhythm Perks + Benefits

Culture
Volunteer in local community
Our employees participate in a number of volunteer activities every year, such as the Pedal 4 Possible charity bike ride and Boulder Open Space cleanups.
Partners with Nonprofits
Every year, we run donation drives for Coats for Colorado and Community Food Share. We also participate in a number of other activities organized by our Logiving committee.
Friends outside of work
Eat lunch together
Intracompany committees
To support our community, LogRhythm created Logiving, a committee of LogRhythm employees across the company dedicated to giving back. To read about their work, visit logrhythm.com/about/logiving/
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
LogRhythm employees can contribute up to $2700 annually to their FSA for the 2019-2020 plan year.
Disability Insurance
Disability insurance covers 60% of base weekly pay for short-term disability insurance and 60% of base monthly pay for long-term disability insurance.
Dental Benefits
Vision Benefits
Health Insurance Benefits
LogRhythm provides health insurance benefits.
Life Insurance
Life insurance is offered in $10,000 increments up to $1,000,000 or up to six times annual salary, whichever is less.
Pet Insurance
LogRhythm provides access to pet insurance.
Wellness Programs
LogRhythm's health and wellness programs include the bi-annual Biggest Logger competition and corporate discounts to certain fitness clubs.
Onsite Gym
Team workouts
LogRhythm's fitness offerings include an on-site gym, yoga classes, and the bi-annual Biggest Logger competition.
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
LogRhythm provides up to 8 weeks of parental leave (and 12 weeks of FMLA) for the primary caretaker and the secondary caretaker.
Flexible Work Schedule
LogRhythm provides employees with a flexible work schedule, including flexible start and end times.
Remote Work Program
Our remote work program includes full-time remote work for specific positions, as well as the ability for on-site employees to work remotely as needed.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company sponsored family events
LogRhythm offers multiple family-oriented events every year, including Logtoberfest, Bring Your Child to Work Day, and Bring Your Dog to Work Day (DogRhythm).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
LogRhythm offers paid sick days.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Company outings at LogRhythm include Logtoberfest and summer happy hours.
Game Room
Stocked Kitchen
LogRhythm has fully stocked kitchens, including unlimited coffee, tea, soda, and sparkling water. There are also vending machines in each building.
Some Meals Provided
Happy Hours
Happy hours are hosted on occasion .
Parking
LogRhythm offers employees free on-site parking.
Pet Friendly
LogRhythm participates annually in Bring Your Dog to Work Day.
Recreational Clubs
LogRhythm sponsors office sports leagues, including softball and hockey.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
LogRhythm encourages professional development, including by offering opportunities for on-site and virtual training.
Diversity Program
Lunch and learns
LogRhythm hosts lunch and learn meetings for employees throughout the company.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes leadership mentoring.
Online course subscriptions available

Additional Perks + Benefits

Flexible Paid Time Off, Birthdays required off. Free Food Fridays. Yoga and Meditation Classes. Foosball, Ping Pong and Arcade Games.

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