Customer Success Manager

| Greater Boston Area | Remote
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Join one of Boston's top startups and help solve a huge challenge for product managers and developers: understanding the customer experience. We're looking for a highly motivated Customer Success Manager to join our fast growing CS Team at LogRocket. We have a product that customers are already raving about, and your experience will help in building the processes that leads to successful, long-term relationships with our customers. 

LogRocket is the first system that gives developers complete visibility into their customer's experience. We've already attracted an elite roster of customers and we've raised over $30M from top investors including Battery Ventures and Matrix Partners. If this sounds like a good fit, we'd love to hear from you!

About You

  • 2+ years experience in Customer Success
  • Experience owning retention, churn rate, and organic upsells- sales background preferred
  • Ability to identify key champions and potential areas of expansion
  • Self-learner and self-starter, able to become a product expert and customer advocate
  • Strong organizational skills and detail oriented skills needed
  • Excellent written and verbal skills (you will be leading calls with Executives and other key stakeholders)
  • Demonstrated ability to communicate both technical and business concepts
  • Drive long-term customer adoption through scalable onboarding with multiple departments and use cases
  • Proven track record of managing successful cross-functional programs that drive customer success
  • Ability to work cross departmentally with internal teams such as engineering, sales, account management, product, and support
  • Comfortable traveling to meet with customers in person
  • Technology industry experience preferred
  • Love for start ups- a must! 

Perks

  • Work closely with customer executives and other key stakeholders
  • Opportunity to own core metrics such as renewal rate and churn
  • Catered lunch
  • Fully stocked kitchen with all your favorite snacks and cold brew
  • Unlimited vacation policy
  • Health, dental, and vision benefits
  • 401k and commuter benefits
  • Fun company outings and events


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • ElasticDatabases
    • BigTableDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Though remote during COVID, conveniently located next to South Station and Downtown Crossing T stop, surrounded by endless lunch and post-work spots!

An Insider's view of LogRocket

What are some social events your company does?

At LogRocket, we love our events! From game nights to happy hours to sunset harbor cruises, we're always looking for an excuse to get together with our growing team and celebrate our accomplishments.

Lauren

People Operations

What projects are you most excited about?

One of the things that makes being an engineer at LogRocket unique is that we are creating a product for other developers and product teams. It’s a great feeling to build a feature that you’re excited about, and then see customers immediately start using it. That sense of connection with our users keeps our work exciting every day.

Brendan

Engineering Manager

What are some things you learned at the company?

Working at LogRocket has provided me with a genuinely unique startup experience. Being part of a team that's building a fast-growing product in a snowballing space has taught me to be adaptable, resilient, and make the most out of the resources around me. I've also learned what it takes to build something from the ground up. It's like a mini MBA!

Alejandro

Account Executive

What is your vision for the company?

LogRocket's mission has always been to make every experience on the web as perfect as possible. We feel that the COVID-19 pandemic has accelerated the wave of digital transformation and we’re excited to continuing building best-in-class tools for our customers so they can build the best experience for their users.

Matt

CEO/CoFounder

How do you collaborate with other teams in the company?

On the Customer Success team, we're able to collaborate with just about every team in the organization, particularly Sales, Engineering, Product, and Support. We'll work with Sales to understand the specifics of a new account, Product to help share the roadmap vision, and Support/Engineering to communicate customer needs and expectations.

Amy

Director of Customer Success

What are LogRocket Perks + Benefits

LogRocket Benefits Overview

Our team is a diverse group who bring an eclectic set of experiences from Google, Meteor, Drift, HubSpot, MIT and Columbia. We enjoy lunch together every day in our airy downtown Boston office, learning more about each other at our Show and Tells, and hosting our friends during #logrocketeer events. We focus on building our software with care and craftsmanship -- our engineering blog posts (https://blog.logrocket.com/) give you a taste of that -- and we welcome talented people from all backgrounds. Many of us have important spaces in our lives -- whether it be family, social organizations, schools, or former companies -- and we're doing all we can to make LogRocket another one.

Culture
Volunteer in local community
Frequent opportunities for employees to take time from work to volunteer at local organizations
Partners with Nonprofits
Monthly donations to local and national nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Quarterly DE&I meetings to discuss hiring and organizational practices
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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