Manager, Customer Experience

About Us:

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

This position is located in Singapore. Our office is situated in the beating heart of Singapore at 9 Battery Road, close to Raffles Place. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.

To learn more about life at LogicMonitor, check out our Careers Page.

What You'll Do:

LogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.

Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the seventh year in a row!

LogicMonitor is seeking a Manager, Customer Experience to lead a team spanning Customer Success (CS) and Professional Services (PS) in Singapore. Your mission is to help customers achieve measurable value from LogicMonitor, connecting successful implementation with sustained adoption, retention and growth.

You will bring together the team’s customer relationship and technical delivery capabilities to provide a consistent experience from post-sale handoff through deployment, adoption and renewal. You will be accountable for the team’s delivery quality, customer health, value realisation and renewal readiness, working closely with Sales and Renewals to support retention and expansion.

This is a hands-on people-management role. You will coach and develop the team, manage day-to-day priorities and capacity, and participate directly in important customer conversations, project reviews and escalations. You will apply established practices and make practical improvements that help a small team deliver effectively.

Here's a closer look at this key role:

• Lead and develop the team

• Manage, coach and develop Customer Success and Professional Services team members, setting clear expectations for performance, collaboration and customer outcomes.

• Establish regular 1:1s, team meetings and development plans; provide timely feedback and address performance concerns.

• Manage workload, account coverage and project allocation, balancing customer needs, delivery commitments and available skills.

• Support recruitment and onboarding as required, and build a team culture of accountability, knowledge sharing and continuous improvement.

Connect delivery with customer success

• Oversee the customer journey from Sales handoff through onboarding, implementation, adoption and ongoing value realisation, with clear ownership at each stage.

• Ensure PS engagements have validated technical requirements, agreed scope and realistic delivery plans covering monitoring architecture, platform configuration, integrations and deployment dependencies, with clear acceptance criteria and controls for delivery risks and scope changes.

• Ensure deployment objectives and customer success plans reflect the customer’s desired business outcomes, with a clear transition from implementation into ongoing adoption.

• Support the team in delivering customer training, enablement and adoption plans that accelerate time to value.

• Participate directly in technical discovery, solution reviews and troubleshooting for selected customer engagements, helping the team assess implementation choices, resolve delivery blockers and apply repeatable technical practices.

• Coach the team on deployment quality, including monitoring coverage, data collection, alert tuning, dashboards and integrations, ensuring implementations support the customer’s operational requirements.

Improve customer outcomes

• Manage portfolio health and proactively address risks using adoption, engagement, project, support and renewal data.

• Ensure customer success plans are current, actionable and linked to measurable…