Manager, Customer Success

About the role

As the Manager of Customer Success, you will act as a force multiplier for a high-performing team, driving engagement and reinforcing a culture of accountability. While balancing people leadership with strategic oversight of a client portfolio, you will coach your team to master complex enterprise renewals, mitigate churn risks, and help our clients maximize business value through our leading AI GRC platform, Risk Cloud. This role requires up to 50% travel to maintain strong customer relationships, support strategic account engagement, and collaborate with internal stakeholders.

Responsibilities

• Process & Playbook Innovation: Assist with the continuous improvement of the Customer Success department by developing, maintaining, and scaling internal standards, operational playbooks, and customer retention strategies.
• Goal Alignment & Stewardship: Cascade company and department objectives to your team using the OKR framework. Partner with direct reports to establish, review, and measure clear business targets and individual growth areas within Lattice.
• Cross-Functional Collaboration: Partner seamlessly with Sales, Implementation Services, and Product teams to eliminate friction across customer handoffs, deliver Executive Business Reviews, and share product feedback internally.
• Talent Cultivation: Actively participate in the employee lifecycle by refining role scopes, interviewing diverse talent, and making thoughtful leveling and compensation recommendations.
• What You Bring
• Required
• Professional Experience: 5+ years of experience in customer success, account management, or an enterprise client-facing role within the B2B SaaS ecosystem.
• Leadership Track Record: 2+ years of formal people management or dedicated team leadership experience with direct accountability for team-level retention, forecasting, and coaching outcomes.
• Configurable SaaS Experience: Experience working within a highly configurable low-code/no-code SaaS environment serving risk, compliance, or security practitioners.
• Coaching Mastery: Demonstrated ability and passion for developing individual contributors and driving results through regular feedback, career pathing, and effective performance management.
• Stakeholder Navigation: Exceptional communication and presentation skills, with a proven ability to collaborate cross-functionally across Sales,

Benefits

Additional Information

LogicGate® is the leading AI GRC platform for the Enterprise, helping governance, risk, and compliance teams limit surprises, strengthen resilience, augment program performance, and confidently quantify impact and business value. Built to provide a centralized view of risk and compliance, with AI intelligence woven into the platform's core, LogicGate delivers real-time insights and actionable data to help drive current business decisions, with the flexibility to scale alongside evolving business needs. Recognized as a Leader in the GRC Market, LogicGate continues to further solidify its position as a best-in-class platform. At LogicGate, our people are the foundation of everything we do. We are committed to delivering an exceptional experience for our employees and our customers by empowering and enabling our people to take ownership, make an impact, and deliver their best work. Remote / Chicago, IL or Seattle, WA (Hybrid) At LogicGate, we recognize that exceptional talent comes in all shapes and forms, and that there is no such thing as a 'perfect' candidate. The qualifications below represent the core competencies, skills, and experiences that align most closely with the day-to-day responsibilities of this role-if you don't check every single box and are excited about this work, we still highly encourage you to apply.

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