Customer Success Manager

| Greater Boulder Area | Hybrid
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Customer Success Manager


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 are we looking for;

We’re recruiting for a highly motivated Customer Success Manager who has proven success working within a software environment. The CSM plays a significant role in the overall account management of our high value accounts to drive adoption of the LogRhythm solution and deliver a world class customer experience. The ideal candidate will be a confident individual who has great success within Customer Retention, Customer Satisfaction, Upsell Leads and On Time Renewals. You have a proven track record in managing relationships with large enterprise clients and have a “Roll up the Sleeves” attitude.

You will be responsible for onboarding new customers while maintaining contact with all existing customers and gaining regular feedback and driving value to secure our continued partnership with our customers.  As part of the company’s Customer Success Organization, you will collaborate with Professional Services, Technical Support and our Sales teams to ensure our customers journey from purchase to adoption is smooth and ensuring a positive customer experience.

Here’s some of the challenge ahead;

  • Act as a concierge to LogRhythm’s various services and internal functions, coordinating all activities and customer communication
  • Be the primary interface to our customers and work alongside Sales, Professional Services, Support, and Engineering to resolve any challenges
  • Serve as a trusted advisor to our customers executives and key stakeholders by providing consultative recommendations and best practices, enabling them to achieve their primary business objectives
  • Drive adoption of the LogRhythm solution feature set to help the customer receive the most value from their purchase
  • Define and track customers success metrics through regularly conducted Service Reviews
  • Provide customers with product, services, and best practices recommendations
  • Quote and negotiate maintenance and subscription contract renewals
  • Manage complaints and engage in the escalation of support tickets where necessary
  • Own and manage set initiatives while clearly communicating your progress to internal and external stakeholders
  • Lead regular high-level account reviews internally at an executive level
  • Manage and forecast your pipeline of upcoming renewals and achieve your monthly/quarterly targets
  • Provide regular customer status reports to our internal stakeholders, bringing awareness on risks, milestones and planned activities for each account

 Skills & Experience; 

  • 3-5 years enterprise customer facing experience in a Customer Success, Sales Engineering, Sales, Support or Professional Services role
  • Excellent verbal, written, and presentation communication skills.
  • Experience in communicating with C-Level executives
  • Strong organizational and project management skills
  • Strong negotiation and sales skills
  • Experience with ‘Salesforce’ or an equivalent CRM system

We will be hiring multiple positions from this posting. 


Salary and Other Compensation      

  • The annual starting salary for this position is between $80-$100 OTE with a 75/25 Split,  depending on experience and other qualifications of the successful candidate.

Benefits:

  • LogRhythm offers the following benefits for this position, subject to applicable eligibility requirements.
  • Medical
  • Vision
  • Dental
  • HSA
  • FSA
  • 401k plan
  • Flexible time off
  • Employee assistance program
  • Employees are eligible to receive incentive units

Additional Information

  • Created:/ Revised Date:  May 10th, 2021
  • Reporting to: - Director, Customer Success
  • Location: - Boulder, Colorado (will consider US remote working)
  • Employment Status: - Full Time
  • FLSA/ Applicable State Law Status- Exempt

Workplace equality & inclusion are not just words or topics for LogRhythm, they are part of our core values, beliefs, and integral to our company culture. We hire the best of the best and do not discriminate based on race, gender, age, religion, sexual orientation, identity, or other personal factors. LogRhythm was built on the principals of innovation, dedication, creativity, and commitment. It is through these key areas we were able to grow as an equal and inclusive workplace, one where our employees feel respected and safe in.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The company reserves the right to modify this information at any time, subject to applicable law.


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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages

Location

385 Interlocken Crescent #1050 , Broomfield, CO 80021

What are LogRhythm Perks + Benefits

LogRhythm Benefits Overview

LoGiving- We are dedicated to giving back and empowering our employees, customers, and communities.

Employee referral program- We know the best people know the best people.

Health- Benefits include top-of-the-line health insurance and a generously funded HSA.

Work life balance- We mean it. Flex time off, 12 sick days, 9 company holidays and company-sponsored volunteering opportunities. Oh and take your birthday off — it’s policy.

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.
Open door policy
OKR operational model
Team based strategic planning
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.
Diversity
Dedicated diversity and inclusion staff
Hiring practices that promote diversity
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 insurance
Vision insurance
Health insurance
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.
Team workouts
LogRhythm's fitness offerings include an on-site gym, yoga classes, and the bi-annual Biggest Logger competition.
Financial & Retirement
401(K)
Performance bonus
Charitable contribution matching
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.
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.
Office Perks
Commuter benefits
Company-sponsored outings
Company outings at LogRhythm include Logtoberfest and summer happy hours.
Free snacks and drinks
LogRhythm has fully stocked kitchens, including unlimited coffee, tea, soda, and sparkling water. There are also vending machines in each building.
Some meals provided
Company-sponsored happy hours
Happy hours are hosted on occasion .
Onsite office 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 stipend
Onsite gym
Professional Development Benefits
Job training & conferences
LogRhythm encourages professional development, including by offering opportunities for on-site and virtual training.
Lunch and learns
LogRhythm hosts lunch and learn meetings for employees throughout the company.
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. Yoga and Meditation Classes. Foosball, Ping Pong and Arcade Games.

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