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Customer Success Manager

June 2, 2026

Managing modern technology has become increasingly complex. As organizations scale across clouds, endpoints, and hybrid environments, IT operations and cybersecurity often remain fragmented, creating gaps in visibility, slowing response times, and increasing risk. Logically closes that gap. We unify IT operations and cybersecurity into a single, accountable operating model that reduces risk, accelerates response, and strengthens resilience across the systems businesses depend on. With shared visibility, integrated workflows, and clear ownership, organizations gain greater control, fewer blind spots, and more confidence in their technology. Our approach is cyber-first by design, embedding protection into every layer, from end user to edge to cloud. By combining AI-assisted monitoring with human-led expertise, we deliver faster insight, smarter decisions, and more effective outcomes without the complexity of siloed tools. For more than 20 years, Logically has partnered with mid-market and enterprise organizations to simplify complexity, reduce risk, and improve resilience, acting as a true extension of their teams with clear accountability and measurable outcomes. Logically. Cyber-First. Future-Ready. Why Work for Us <ul> <li>A culture built on doing the right thing </li> </ul> <ul> <li>Work at the forefront of cybersecurity and emerging technologies </li> </ul> <ul> <li>Collaborative, growth-oriented environment </li> </ul> <ul> <li>Competitive compensation and benefits </li> </ul> <ul> <li>Opportunities for professional development and advancement </li> </ul> <ul> <li>Make a real impact by helping organizations reduce risk and build resilience </li> </ul> Job Summary: The Customer Success Manager (CSM) is a key role that drives growth and customer success within the base of current customers. The primary duty of the Customer Success Manager is to promote customer retention and loyalty and to ensure customer engagement with services and products remains high. The Customer Success Manager will effectively plan and prioritize a high volume of customer activities and requests to manage customer issues and requests. PLEASE NOTE: THIS ROLE DOES NOT CARRY A QUOTA. Job Duties & Responsibilities: <ul> <li style="list-style-type: none;"> <ul> <li>Assist in developing success plans and strategies for customers, with a focus on supporting long-term relationships and reducing customer churn. </li> <li>Perform follow-up tasks as part of marketing campaigns, helping to ensure customer engagement and satisfaction. </li> <li>Aim for high customer satisfaction scores, making sure customers are referenceable and receive annual NPS scores of >8. </li> <li>Monitor customer agreements and help manage change requests and approvals as needed. </li> <li>Maintain customer information and activity in CRM tools like Salesforce, ensuring accurate record-keeping and adherence to defined procedures. </li> <li>Identify opportunities to expand product and service usage with existing customers and provide support in managing these opportunities. </li> <li>Ensure customer contact information is updated and kept current in Salesforce and ConnectWise. </li> <li>Organize monthly check-ins with regional service teams to align client needs and gather valuable feedback. </li> <li>Collaborate with Marketing to develop customer appreciation initiatives and engagement activities. </li> <li>Act as a customer advocate by collaborating with cross-functional teams such as Marketing, Sales, Product, Service, Finance, and Engineering to enhance processes and improve customer satisfaction and retention. </li> <li>Assist with special projects as requested by leadership. </li> <li>10-20% travel required </li> </ul> </li> </ul> Qualifications: <ul> <li style="list-style-type: none;"> <ul> <li>Associate’s degree in management, Information Technology, Computer Science or commensurate experience required. </li> <li>1 year of experience in customer success, sales, or consulting capacity. </li> <li>Familiarity with IT services such as Microsoft O365, Cloud, or Network Security is helpful; additional training will be provided. </li> <li>Basic knowledge of CRM systems like Salesforce, ConnectWise, or Microsoft Dynamics is advantageous. </li> <li>Solid understanding of cybersecurity or managed IT services, and how they relate to helping solve SMB, mid-market, and enterprise frustrations.</li> <li> Experience working cross-functionally with an account team including both Account Managers and SMEs, providing account management support to assigned projects and service teams.</li> <li>Ability to work in a team environment and demonstrate leadership, presentation, and planning ability, as well as verbal and written communication skills.</li> <li>Business acumen; translating business requirements into related solutions.</li> <li> Flexible and able to remain calm in times of stress while managing multiple priorities at one time.</li> <li>Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations.</li> <li>Sound problem-solving technique with ability and persistence to generate options and select the best solution.</li> <li>Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders.</li> <li>Ability to communicate effectively with customers and various levels of management both verbally and in written form.</li> <li>Ability to manage multiple sales opportunities in a fast-paced environment.</li> <li>Team player mentality and willingness to share knowledge with others. </li> </ul> </li> </ul> #LI-Remote Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...