Customer Success Engineer – (Hybrid)

The CSE is responsible for driving product adoption and ensuring deep product expertise across customers at scale.
They enhance the customer experience by resolving technical issues, educating users on platform functionality, and enabling customers to extract maximum value from the platform.
The role covers training, adoption, issue resolution, value realisation, retention, and growth — using both automation and direct interaction.

Responsibilities:

• Product Adoption & Expertise
• Guide customers through best practices for onboarding and implementation.
• Deliver initial training to new accounts.
• Ensure customers achieve value within the first 90 days.
• Support customers during professional services engagements.
• Maintain regular meeting cadence with assigned accounts.
• Act as a trusted advisor and advocate within LogicMonitor.
• Manage customer cases in alignment with SLAs.
• Retention
• Identify risks and intervene proactively.
• Provide value-added recommendations to customers.
• Address customer experience issues before they escalate.
• Collaborate with Technical Support as escalation contact.
• Support customers during critical situations and outages.
• Conduct renewal cycle business reviews and share product value.
• Encourage participation in initiatives (webinars, roadshows, feedback sessions).

Requirements:

• Exceptional customer service and communication skills.
• Strong troubleshooting methodology.
• Proficiency in Salesforce, Microsoft Office, and Google Suite.
• Basic scripting ability.
• Ability to operate in a fast-paced, high-growth environment.
• 2+ years in customer-facing support roles.
• 3+ years supporting/administering SaaS ITIM products.
• 3+ years in Linux, Windows, or Network administration.
• 3+ years with cloud platforms (AWS, Azure, etc.).
• Distinguishing Characteristics
• Ability to quickly build credibility with customers.
• High-energy, proactive mindset with fresh ideas.
• Strong attention to detail and desire for continuous learning.
• Ability to handle multiple priorities calmly and professionally.
• Effective collaboration within cross-functional teams.
• Strong desire to help others (“support gene”).
• Excellent verbal and written communication.