Job Information

LogMeIn, Inc. Customer Success Manager in Boston, Massachusetts

Location: 9999 - Field (US) Job Description The Customer Success Manager works proactively with our customers and in close connection with LogMeIn's sales, marketing, onboarding, and inbound care teams to manage complex customer engagements and to ensure success after the sales and onboarding process. If you are technically savvy, love wowing customers and will go above-and-beyond to serve our customers, this role is for you! Responsibilities Proactively connects with customers to gain an understanding of their needs and ensure they understand and find the full value of our products and services Develops customer relationships and manages assigned accounts to result in continued revenue generation and high levels of customer satisfaction Performs ongoing analysis of customer engagement and takes the necessary measures to increase product usage and adoption Owns closed-loop process for more difficult outbound conversations, including NPS and tNPS Works with customers to successfully keep them on a "happy path" for product and feature usage Effectively communicates during phone and web interactions regarding product demonstrations and related software feature and functionality training Proactively connects with customers throughout the lifecycle to maximize customer ROI and services benefits Maintains effective communication with customers, sales executives, and other sales support team members Drives outbound care campaigns and more complex customer engagements Conducts phones calls, write emails, follows up on survey responses, and analyzes survey data to ensure customer success Applies an in-depth understanding of internal tools for documentation and reporting requirements; runs standard reports with minimal guidance Engages and leads projects related to customers as well as internal process improvements Meets or exceeds goals, as set by LogMeIn business initiatives Other Duties and Responsibilities Conducts product-specific training classes for fellow Customer Success team members Participates in Beta testing of both new and existing products Provides analysis of customer usage/behaviors Completes other duties and projects as assigned Qualifications 3 years' experience in a customer-facing role Excellent customer relationship skills; ability to penetrate, grow and retain accounts, build relationships and quickly spot and communicate potential risks and issues Customer-focused - what we do revolves around the customer! Can perform day-to-day work with minimal supervision, and new and/or complex assignments with minimal direction Ability to excel in data-driven, metrics-oriented environment Ability to think critically, troubleshoot, and solve complex problems in a fast-paced, changing environment. Strong written and verbal communication skills to effectively present business concepts and communicate to all levels of an organization English-speaking proficiency is required; bilingual skills a plus Proficiency using Microsoft Office (Word, Excel, Outlook), (please use the apply button below) preferred - Office (Word, Excel, Outlook, PPT) and (please use the apply button below); Gainsight experience is a plus! Experience with LogMeIn products, as well as other remote-access products, preferred