Sr. Customer Success Associate
About The Position
LogicGate® is the leading AI GRC platform for the Enterprise, helping governance, risk, and compliance teams limit surprises, strengthen resilience, augment program performance, and confidently quantify impact and business value. Built to provide a centralized view of risk and compliance, with AI intelligence woven into the platform's core, LogicGate delivers real-time insights and actionable data to help drive current business decisions, with the flexibility to scale alongside evolving business needs. Recognized as a Leader in the GRC Market, LogicGate continues to further solidify its position as a best-in-class platform. At LogicGate, our people are the foundation of everything we do. We are committed to delivering an exceptional experience for our employees and our customers by empowering and enabling our people to take ownership, make an impact, and deliver their best work. We are looking for a Senior Customer Success Associate to spearhead our Digital Customer Success program. This is a role designed for someone who thrives on efficiency, technology, and problem-solving. You will be the primary point of contact for our SMB customer segment, using data-driven insights to manage customer health at scale. This position is primarily reactive and tech-led. You will leverage our CS platform (Planhat) and ticketing system (Zendesk) to ensure our customers are supported, healthy, and renewing their partnerships with us.
Requirements
- 2+ Years Experience: Ideal for someone early in their career with a background in Customer Support, Customer Success, Sales Development, or Account Management roles
- Tech Savvy: You aren't intimidated by new tools. Previous experience with Planhat, Zendesk, or Salesforce (or a strong desire to master them) is a huge plus.
- Exceptional Multi-tasking: You can juggle a high volume of emails and tickets without letting details slip through the cracks.
- Commercial Mindset: You are comfortable discussing contracts and renewals; you view retention and expansion as key metrics of success.
- Clear Communicator: Whether it’s a quick email response or a renewal call, you can explain complex GRC concepts in a simple, friendly way.
- Curiosity: A drive to understand the "why" behind customer health data and a passion for helping users find value in SaaS product
Responsibilities
- Digital Program Management: Manage a high volume of SMB customers primarily through "one-to-many" communication and tech-touch workflows.
- Health Monitoring & Intervention: Proactively monitor customer health scores in Planhat. When usage drops or "red flags" appear, you’ll reach out to provide targeted guidance and get them back on track.
- Reactive Support & Resolution: Act as the first line of defense for incoming customer inquiries via Zendesk, ensuring timely resolutions and a seamless experience.
- Commercial Ownership: Manage the end-to-end renewal process for your portfolio, including contract negotiations and administrative processing to maintain high retention rates.
- Product Advocacy: Act as a "Risk Cloud" expert, helping customers navigate the platform and providing feedback to our Product team based on common friction points found in customer interactions.
- Cross-Functional Collaboration: Partner with Sales when you identify expansion opportunities, work with Support to escalate technical bugs, and relay customer feedback to Product as needed.
Benefits
- equity
- benefits
- generous PTO
- Annual Company Holidays
- Health Days
- Summer Fridays
- Employees' growth and development are supported throughout their career journey through informal and formal programs and activities, including access to LinkedIn Learning, regular People Leader training, and our internal Mentorship Program.
- paid volunteer hours
- company-wide charitable activities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
