Sr. Customer Success Associate

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 primarilyreactive 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.

Core 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.

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

The anticipated on-target earnings range for the role is $88,000- $100,000 per year + 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.

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.