Customer Success Engineer

About the role

LogicMonitor is seeking a Customer Success Engineer in Pune, India, to drive product adoption and expertise for customers at scale. You will resolve customer problems, educate users on LM functionality, and provide creative solutions within the LogicMonitor platform. The role covers training, adoption, problem resolution, business value realization, retention, and growth, working alongside Customer Success Managers, Account Owners, and cross-functional teams. You will use tool automation for 1:many and 1:1 customer meetings and serve as the primary point of contact for product adoption.

What you’ll do

• Assist accounts through defined implementation and onboarding process
• Provide initial basic training to new accounts
• Consult during onboarding as to best practices and ensure clients receive value during first 90 days
• Shepherd clients through professional services engagements ensuring active participation and timely completion
• Formulate ongoing meeting cadence with each assigned account
• Become the customer's trusted advisor and advocate inside LogicMonitor
• Manage customer cases effectively, meeting defined SLAs
• Identify possible issues inside account base and assist accordingly

What you’ll bring

• Exceptional customer service and communication skills
• Strong troubleshooting skills and methodology
• Proficient in scripting and able to write basic scripts
• Ability to follow structured process and information entry
• 2+ years experience in customer facing support roles
• 3+ years experience supporting or administering SaaS ITIM products
• 3+ years experience in Linux, Windows, or Network administration
• 3+ years experience with cloud platforms (AWS, Azure, etc.)

Skills