Sr. Director, Customer Success

About Us:

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

This role is open to candidates based in or near Austin, TX. Our Austin office is based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake. At LogicMonitor, we hire within our Centers of Energy—vibrant locations where our teams connect, collaborate, and innovate.

To learn more about life at LogicMonitor, check out our Careers Page .

What You'll Do:

LogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.

Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the seventh year in a row!

The Senior Director, Customer Success - Americas is responsible for developing and executing the customer success strategy for LogicMonitor’s largest and most commercially significant region.

This leader will own the customer success operating model across the Americas, with primary accountability for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer value realization, successful renewals, and expansion. The role will lead a high-performing Customer Success organization, modernize customer engagement practices, strengthen executive relationships, and ensure that customers realize measurable business value from LogicMonitor.

The successful candidate will be a strategic operator who can translate company objectives into repeatable Customer Success practices. They will champion a Customer Business Value-first mindset, use data and artificial intelligence to improve decision-making and scale execution, and continuously evaluate the organization’s talent, structure, capabilities, and processes.

This role reports to the Vice President, Customer Experience and partners closely with Sales, Professional Services, Support, Product, Marketing, Finance, and Executive Leadership.

Here's a closer look at this key role:

Regional Customer Success Strategy and Commercial Performance

Define and execute the Customer Success strategy for the Americas region in alignment with LogicMonitor’s corporate objectives.

Own regional performance against GRR, NRR, renewal rate, churn, contraction, expansion, adoption, customer health, and customer value realization metrics.

Establish clear operating rhythms, performance expectations, forecasting practices, and accountability mechanisms for the Americas Customer Success organization.

Segment customers by value, complexity, risk, growth potential, lifecycle stage, and strategic importance to ensure the right level of engagement and coverage.

Develop scalable approaches for enterprise, strategic, commercial, and digital success customer segments.

Partner with Sales and Account Management to identify and execute expansion opportunities grounded in demonstrated customer value.

Build accurate, data-informed renewal and risk forecasts, ensuring that risks are identified early and supported by clear mitigation plans.

Customer Business Value Leadership

Drive a Customer Business Value-first mindset across Customer Success and related customer-facing functions.

Ensure customer conversations consistently connect LogicMonitor’s capabilities to measurable business outcomes, including operational efficiency, resilience, risk reduction, productivity, cost optimization, and improved business performance.

Lead by example by building trusted relationships with CIOs, CTOs, infrastructure leaders, and other key customer executives.

Personally engage in strategic customer business reviews, executive sponsor meetings, renewal discussions, and value realization conversations.

Establish repeatable frameworks for value discovery, success planning, executive alignment, outcome measurement, and value communication.

Equip Customer Success Managers and leaders to articulate business value in language that resonates with technical and business stakeholders.

Use customer outcomes and quantified value to support successful renewals, referenceability, advocacy, and growth.

AI-Enabled Customer Success Transformation

Champion the responsible and effective use of ChatGPT and other artificial intelligence tools across Customer Success.

Identify opportunities to automate and improve customer success processes, including account research, meeting preparation, success planning, business reviews, health analysis, renewal preparation, customer communications, and follow-up.

Establish practical standards and governance for the use of AI in customer-facing work, including data privacy, accuracy, security, human oversight, and appropriate use of customer information.

Use AI to analyze customer data, product usage, engagement, support interactions, sentiment, renewal history, and commercial signals to improve risk forecasting and prioritization.

Partner with Operations, Data, Information Security, and Technology teams to embed AI-enabled workflows into Customer Success systems and operating processes.

Develop a culture of experimentation, continuous improvement, and measurable productivity gains through AI adoption.

Modernizing Customer Success Practices

Transform Customer Success practices, roles, processes, and systems to modernize how LogicMonitor engages customers and promotes successful outcomes.

Execute Customer Experience Autonomous IT Strategy by crafting Customer Success methods, practices, playbooks and metrics to promote Customer AI success and business value

Assess and improve the end-to-end customer lifecycle, from implementation and onboarding through adoption, value realization, renewal, expansion, and advocacy., and transition.

Establish consistent engagement standards for executive alignment, success planning, adoption programs, proactive risk management, customer executive business reviews, and renewal readiness.

Improve the quality and usability of customer health scores, ensuring they incorporate meaningful signals rather than relying solely on activity or subjective assessments.

Develop proactive, data driven customer programs that address adoption gaps, business priorities, product changes, risk indicators, and expansion opportunities.

Improve collaboration