Manager, Customer Success

LogicGate is the leading AI GRC platform for the Enterprise, recognized as a Leader in the GRC Market. As the Manager of Customer Success, you will lead a team to drive engagement, manage client portfolios, and help clients maximize business value through the Risk Cloud platform.

Responsibilities:

• Lead, mentor, and develop a team of Customer Success Managers across both the United States and the United Kingdom
• Own team-level renewal, retention, and expansion performance metrics
• Serve as a point of issue escalation and provide a meaningful leadership presence on complex customer situations
• Assist with the continuous improvement of the Customer Success department by developing, maintaining, and scaling internal standards, operational playbooks, and customer retention strategies
• Cascade company and department objectives to your team using the OKR framework
• Partner seamlessly with Sales, Implementation Services, and Product teams to eliminate friction across customer handoffs, deliver Executive Business Reviews, and share product feedback internally
• Coach your team on how to strategically advise customers on leveraging Risk Cloud’s built-in AI capabilities and automated workflows
• Actively participate in the employee lifecycle by refining role scopes, interviewing diverse talent, and making thoughtful leveling and compensation recommendations

Requirements:

• 5+ years of experience in customer success, account management, or an enterprise client-facing role within the B2B SaaS ecosystem
• 2+ years of formal people management or dedicated team leadership experience with direct accountability for team-level retention, forecasting, and coaching outcomes
• Experience working within a highly configurable low-code/no-code SaaS environment serving risk, compliance, or security practitioners
• Demonstrated ability and passion for developing individual contributors and driving results through regular feedback, career pathing, and effective performance management
• Exceptional communication and presentation skills, with a proven ability to collaborate cross-functionally across Sales, Product, and Services to manage multi-stakeholder enterprise risks
• Deep knowledge and experience working with the world's largest companies to deliver outcomes and drive success for their business
• Hands-on familiarity with customer success management platforms (e.g., Planhat, Salesforce) and comfort using Google suite and Slack
• Robust GRC, risk management, or compliance industry knowledge that allows you to guide account strategy and serve as a credible subject-matter resource for your team
• A forward-thinking mindset with a demonstrated curiosity for utilizing Generative AI tools to optimize documentation, asset creation, or team workflows