Manager, Customer Success (Chicago)

The Role

(Hybrid Role based in Chicago)

We are looking for a Manager, Customer Success to help lead our Customer Success Management (CSM) team. In this role, you will lead, coach, and scale a team of Customer Success Managers. You will be responsible for the health, retention, and growth of our Mid-Market and International segments. We are looking to you to bridge the gap between high-level strategy and tactical execution, ensuring your team has the tools and expertise to help our customers navigate the complexities of GRC, and translate those into solutions in Risk Cloud. 

This is a highly cross-functional role that will partner closely with Sales, Implementation, Marketing, and Product teams to ensure our customers achieve measurable outcomes and success with Risk Cloud.

This is a hybrid role based in our Corporate Headquarters in Chicago, IL.  

Key Responsibilities

• Team Leadership & Coaching: Manage a team of CSMs, providing consistent 1:1 coaching, professional development, and performance management.
• Operational Excellence: Refine the customer journey for mid-market and international accounts, focusing on scalable engagement models that drive measurable customer outcomes.
• Retention & Growth: Own the expansion and Gross Dollar Retention (GDR) targets for your segment. Partner closely with Sales to identify expansion opportunities.
• International Strategy: Act as the subject matter expert for our international book of business, understanding regional nuances in GRC regulations.
• Cross-Functional Advocacy: Serve as the "Voice of the Customer" to our Product and Engineering teams to influence the roadmap based on customer segment needs.
• Escalation Management: Serve as a senior point of contact for your team’s accounts, helping to resolve complex issues and reinforce the strategic partnership.

Qualifications

• Experience: 5+ years in Customer Success within the SaaS industry; at least 2 years in a formal leadership or team-lead capacity.
• Industry Knowledge: Previous experience in GRC, Cybersecurity, or a similarly complex technical domain is highly preferred.
• Global Mindset: Experience managing or working with international accounts (EMEA/APAC) and understanding the complexities of global compliance standards (GDPR, ISO, etc.) is preferred but not required.
• Data-Driven: Proficient in CS tools (e.g., Planhat) and Salesforce to track health scores and forecast renewals, churn, and expansion.
• Communication: Ability to explain complex risk management concepts to both technical admins and C-suite stakeholders.
• Role must be based in Chicago

The anticipated base salary range for the role is $115,000 - $140,000 per year + variable + equity + benefits. Actual salaries may vary and will be based on factors, such as the candidate's qualifications, skills, competencies, and proficiency for the role. Internal candidates who have current pay within or above the hiring range are still encouraged to apply if interested.

Hybrid Workplace

Our hybrid workplace allows for flexibility aligned to role responsibilities and exceptional customer delivery. Location requirements for this role can be found above. 

Total Rewards 

We are proud to offer a variety of competitive, inclusive, and comprehensive total rewards that are designed to support the unique needs of our employees both inside and outside of the workplace.

In addition to offering competitive salary and variable compensation plans, equity options, and flexible health and wellness benefits, we are proud to offer generous PTO, Annual Company Holidays, Health Days, and 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. 

Our Culture

At LogicGate, our culture and employee experience are grounded in our core values of Be as One, Do the Right Thing, Embrace Curiosity, Own It, Empower Customers, and Raise the Bar, which guide how we show up - for each other, our customers, and all we interact with.

We believe that the strongest teams are made up of individuals who bring their different identities, experiences, and perspectives to the table. We are committed to fostering an inclusive work environment where all employees’ differences are celebrated and everyone is encouraged to bring their authentic selves to work.

We encourage everyone to join one of our Employee Resource Groups (AAPI @ LogicGate, Pride at LogicGate, and Women in LogicGate) to participate in and contribute to conversations that foster an inclusive culture.

LogicGate also believes strongly in giving back to the communities in which we live and work. To enable our teams to give back, we offer paid volunteer hours and company-wide charitable activities supporting a variety of organizations and causes.

We are proud to have been recognized as a top workplace by Built In, Crain’s Chicago Business, the Chicago Tribune, and more. Visit our website to learn about our latest recognition.

Learn more about our culture here. 

Excited about LogicGate but not familiar with GRC? 

• GRC stands for Governance, Risk, and Compliance
• GRC professionals help their companies manage uncertainty, act with integrity, and stay on the right side of the law. 
• The GRC market is rapidly expanding with continuous growth opportunities. The current market size was valued at $50.5 billion in 2024 and is projected to reach $104.5 billion by 2031.