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Sr. Customer Success Manager

Logikcull


1 month ago

Job type: Full-time

Remote (Anywhere)

Hiring from: Anywhere

Category: Customer Service


About Us
Logikcull’s mission is to democratize discovery. We are on our way to disrupting a $50B industry by innovating how organizations consume our platform through a Pay-as-you-Go, self service model.
 
The Problem:
Traditionally, eDiscovery has been addressed through cumbersome, complicated and expensive software solutions, which the legal community has tolerated as ”good enough” for decades.  Logikcull realized that there was a better way to make organizations more efficient, accomplish more with less, and save enormous amounts of money in the process.  Our secure, cloud-based solution helps corporate legal departments, law firms and other organizations of all sizes solve the expensive, complex, and risky challenges associated with disputes and investigations. With Logikcull, you can start a discovery project in five seconds, from anywhere at any time on any device. Reviewing data is as easy as performing a Google search. And in Logikcull, your data is always secure. That's why we’re trusted by over 1,000 companies across the Fortune 500, Am Law 200, and governments of the biggest cities in the world.
 
What we need:
We are seeking a world-class Senior Customer Success Manager to (1) make sure our customers are ecstatic about their experience with the Logikcull platform, and (2) drive adoption, renewals and upsells. Logikcull is a remote-first company, so positions are available across the US.
 
Join us if you are seeking an opportunity to ignite your career, and to write a defining chapter in your personal story. You will be part of the team that changes the course of eDiscovery history!



What you’ll do:
  • Manage a group of assigned accounts with total annual recurring revenue of $2M - $3M. 
  • Keep annual logo churn <5% and help drive net dollar revenue growth > 20%.
  • Quarterback key customer touchpoints, including onboarding, training, business reviews, renewal discussions, and some upsell conversations. 
  • Proactively track account health, identify and mitigate at-risk customers, and identify upsell opportunities. 
  • Build exceptional relationships with your accounts, converting your customers into raving advocates of Logikcull who are happy to provide testimonials and referrals.
  • Own renewal process for customers; prepare for renewal discussions with decision-makers, and close renewal agreements.
  • Partner with the sales team on enterprise account expansion by discovering opportunities, building relationships, performing analysis, and collaborating on sales strategy.
  • Collaborate with internal teams (including Sales, Support, Product, and Marketing) to represent customers’ needs and get things done. 
  • Use Salesforce to input all activities and track metrics.
  • Constantly look for ways to make the Logikcull Customer Success team best-in-world.



Requirements:
  • 4+ years as a CSM or Account Manager. 
  • Proven ability to work with customers to drive solution adoption and achieve business results. 
  • History of managing renewals and upsells, with outstanding retention results.
  • Track record of successfully owning upsell transactions in the 5-figure range.
  • Experience managing senior-level relationships within law firms and corporations.
  • Experience working with legal and IT teams, and with eDiscovery software and processes (or adjacent technologies) is a plus. 
  • Stellar communication skills, both written and verbal.
  • High proficiency with Salesforce.
  • Hard core about getting things done, while at the same time maintaining a spirit of collegiality and vibrant sense of humor.
  • Passion to help build one of the best companies in the world.
  • Ability to work from home with a reliable internet connection and a distraction-free environment 



Characteristics we seek:
  • Smart, and not arrogant
  • Humble, and hard working
  • Entrepreneurial, not risk-averse
  • Nice, and not disingenuous
  • Grit, and lots of it!



Our core values:
  • Start with the why
  • Put the customer first
  • Pursue powerful simplicity
  • Do the right thing
  • Be S.H.E.N.G. (see characteristics above) 



What people say about us:
Logikcull is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law. All employment is decided on the basis of qualifications, merit, and business need.

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