Manager, Customer Experience

About the role

LogicMonitor, an AI-first hybrid observability platform, is looking for a Manager, Customer Experience to lead a team spanning Customer Success and Professional Services in Singapore. The manager connects successful implementation with sustained adoption, retention and growth, and works closely with Sales and Renewals on retention and expansion.

Key responsibilities

• Lead and develop the Customer Success and Professional Services team, including 1:1s, development plans, workload and account coverage, and recruitment and onboarding.
• Own the customer journey from sales handoff through onboarding, implementation, adoption and value realisation, including deployment quality, training and enablement.
• Take part in technical discovery, solution reviews and troubleshooting, and coach the team on deployment quality.
• Manage portfolio health, coordinate escalations, and partner with Sales and Renewals on account planning, renewal readiness and expansion.
• Run an effective CX operation using agreed metrics, and improve handoffs, runbooks and reusable configuration and automation assets.
• Work with Support, Product, Sales and Operations to resolve customer friction and turn feedback into recommendations.

Required profile

• 6+ years in Customer Success, Professional Services, implementation, technical account management or a related customer-facing role in B2B SaaS or enterprise technology.
• 2+ years of people-management or team-lead experience, including coaching and performance support.
• Strong experience in CS or PS, with exposure to the other and to implementation, adoption and retention.
• Evidence of measurable customer outcomes such as successful deployments, improved adoption, customer health or retention.
• Experience overseeing technical implementations, including discovery, solution design, configuration, integration, testing and handover.
• Understanding of recurring-revenue models, customer lifecycle management, renewal readiness and expansion.
• Experience with LogicMonitor or similar monitoring platforms, technical services delivery and geographically distributed teams is advantageous.

Required skills

• Practical familiarity with REST APIs, Python or PowerShell scripting, and version-controlled delivery workflows.
• Hybrid IT environments: Windows and Linux, networking, cloud platforms and monitoring architectures.
• Clear communication and sound judgement balancing customer priorities, commercial considerations and team capacity.