Principal Customer Success Manager

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 position is located in London, England. Our office is situated in a core location near Waterloo and Blackfriars on the Southbank. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.
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 Principal Customer Success Manager is a senior individual contributor responsible for developing and managing LogicMonitor’s post-sales relationship with our most strategic, complex and high-value customers. The role is accountable for driving measurable customer outcomes, retention, expansion, executive alignment and long-term value realisation, while influencing Customer Success strategy and best practice across the wider organisation.
Through partnership and collaboration, you will coach customers to achieve their business goals and maximise value from their investment in the LogicMonitor platform. You will interact with customers daily to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. The PCSM is responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy. The Principal CSM acts as the strategic orchestrator for assigned customers, bringing together Account Owners, Executive Sponsors, Professional Services, Support, Product and Engineering where required. They lead complex customer situations without formal authority, ensure clear accountability across internal teams, and maintain alignment between customer business outcomes and LogicMonitor’s commercial and product strategy.
As an AI-forward company, LogicMonitor expects Principal Customer Success Managers to use approved AI tools confidently and responsibly as part of their day-to-day work. This includes accelerating account research and preparation, synthesizing customer and platform insights, improving the quality and efficiency of customer communications and business reviews, and identifying opportunities to deliver greater customer value. AI fluency in this role means knowing where AI can augment judgement and productivity, validating outputs, protecting customer and company data, and continuously adapting as our AI capabilities evolve.
Here's a closer look at this key role:
Internal
Serves as SME for LM Best practices and add-on options
Acts as a force multiplier across Customer Success by identifying recurring challenges, codifying best practices, developing reusable frameworks and coaching colleagues on strategic account management, executive engagement and complex customer situationsDevelops presentation and presents to team based on submitted ideas
Leads difficult customer and internal conversations with confidence, navigating ambiguity, competing priorities and complex stakeholder environments with minimal supervision
Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
Improve upon our existing approaches to customer engagement and account management leveraging the CS and Account Owner toolset (Gainsight and Looker)
Use LogicMonitor-approved AI tools to augment customer and account workflows, including research, analysis, meeting preparation, success planning, executive communications, and synthesis of customer insights; apply sound judgement, validate outputs, and follow company requirements for data privacy and responsible AI use
Share effective AI-enabled workflows, prompts and learnings with the wider Customer Success organisation to improve team productivity and customer outcomes
LogicMonitor Certified Expert - participate in PS bootcamp and pass final exam
Influence Customer Success strategy, operating models and processes by identifying systemic opportunities for improvement and partnering with CS leadership to scale effective practices
Lead cross-functional alignment across Sales, Professional Services, Support, Product and Engineering for strategically important customer initiatives
Aggregate customer themes and insights across the portfolio, distinguishing between adoption challenges, product gaps and broader market needs, and provide structured feedback to Product and leadership
On-boarding and Adoption
Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identifiedMeet with clients at least bi-weekly through on-boarding process to ensure initial business objectives being met
Consult during the on-boarding process as to best practices and provide product trainings to new accounts and business units
Shepherd clients through professional services engagements ensuring their active participation and timely completion of all projects
Host on-boarding plan review session and obtain sign off of initial success criteria
Establish a bi-weekly cadence commitment for all assigned accounts
Own and continuously evolve strategic Success Plans that connect LogicMonitor adoption to measurable customer outcomes and provide a shared framework for executive alignment, prioritisation and value realisation
Build Business Unit map with Account Owner to provide a clear view of business and opportunities at each account