LogicGate is hiring a Senior Customer Success Associate to spearhead our Digital Customer Success program. This role is 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.
What You'll Do
- Manage a high volume of SMB customers primarily through 'one-to-many' communication and tech-touch workflows.
- Proactively monitor customer health scores in Planhat and reach out to provide targeted guidance when usage drops or 'red flags' appear.
- Act as the first line of defense for incoming customer inquiries via Zendesk, ensuring timely resolutions and a seamless experience.
- Manage the end-to-end renewal process for your portfolio, including contract negotiations and administrative processing.
- Act as a 'Risk Cloud' expert, helping customers navigate the platform and providing feedback to our Product team.
- Partner with Sales when you identify expansion opportunities, work with Support to escalate technical bugs, and relay customer feedback to Product.
What We're Looking For
- 2+ Years Experience in Customer Support, Customer Success, Sales Development, or Account Management roles.
- Exceptional Multi-tasking: juggle a high volume of emails and tickets without letting details slip.
- Commercial Mindset: comfortable discussing contracts and renewals; view retention and expansion as key metrics.
- Clear Communicator: 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.
Nice to Have
- Tech Savvy: previous experience with Planhat, Zendesk, or Salesforce (or a strong desire to master them).
Technical Stack
- Planhat, Zendesk, Salesforce
Team & Environment
You will partner with Sales, Support, and Product teams.
Benefits & Compensation
- Compensation: $88,000 - $100,000 per year + equity.
- Equity.
- Flexible health and wellness benefits.
- Generous PTO.
- Annual Company Holidays.
- Health Days.
- Summer Fridays.
- Access to LinkedIn Learning.
- Regular People Leader training.
- Internal Mentorship Program.
- Paid volunteer hours.
- Company-wide charitable activities.
Work Mode
This role operates on a hybrid schedule.
LogicGate is committed to fostering an inclusive work environment.
