LogRocket

Customer Success Manager

• Customer Success Managers own the relationship, adoption and success for a book of customers, from onboarding through to renewal
• Consult with customers to understand their business, product, and application goals and confirm value delivery/ROI
• You’ll help define strategy to deliver maximum value through the LogRocket platform and partnership
• You’ll be responsible for successfully onboarding new customers focused on their time to value for their priorities, projects and use cases
• The CSM is responsible for being multi-threaded across teams and executives, executed through regular emails, informal weekly calls, monthly health-checks, QBRs & Executive Business Reviews
• The CSM proactively monitors and takes action to ensure broad team feature usage, positive health scores, and demonstrated value, to achieve high retention rates, and strong customer revenue growth
• CSMs keep account plans to white-space and uncover upsell opportunities in their accounts. For assigned customers, CSM also collaborate with LogRocket Account Managers to extend the use of LogRocket to new teams and applications to increase ARR.
• CSMs are the bridge and liaison between customer, product and support to ensure customer tickets and feature requests are managed, communicated, and closed out appropriately
• You’ll be responsible for proactively managing retention and upsell pipeline and forecasts to exceed quarterly goals, keeping internal CRM platforms up to date

Product Designer

• Provide creative output and direction to help achieve the vision for our products
• Contribute designs and wireframes to upcoming product features
• Assist in establishing design guidelines, best practices, and standards of quality in all design work
• Contribute to overall strategy and decision-making about product direction
• Help deliver and refine clear storytelling around product needs
• Collect user feedback to help inform the product road map and prioritization
• Ability to read and modify basic front-end code
• Experience using and contributing to the living style guide in the codebase

Customer Success Manager

Senior Product Designer