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 Sydney. 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!
As a senior member of Edwin’s AI Growth organisation, you will also support the development of other AI Growth Strategists, contribute to customer engagement methodologies and playbooks, and help improve how Edwin delivers value at scale.
You will work closely with AI Impact, Product, Engineering, Sales, Marketing, Enablement, and LogicMonitor Customer Success teams to ensure customers continuously realise value from Edwin while providing actionable feedback that shapes the future of the platform.
Here's a closer look at this key role:
- Own customer success across a portfolio of strategic enterprise customers, guiding them from deployment through operational adoption, value realisation, and Autonomous IT maturity.
- Partner with AI Impact and technical delivery teams to ensure customers successfully transition from implementation to sustained operational adoption.
- Develop and execute comprehensive AI Success Plans aligned with customer business objectives, tracking adoption, operational outcomes, customer health, and measurable value throughout the customer lifecycle.
- Serve as a trusted advisor to senior customer stakeholders, helping them navigate organisational change, prioritise AI initiatives, and maximise the business impact of Edwin.
- Deliver Executive Business Reviews that demonstrate ROI, business impact, adoption progress, risks, and strategic recommendations for continued growth.
- Proactively identify adoption risks, operational challenges, and customer health concerns, coordinating the appropriate cross-functional resources to drive recovery.
- Guide customers in expanding AI adoption across new teams, use cases, and operational workflows.
- Partner with Sales and Customer Success to identify expansion opportunities based on demonstrated outcomes, adoption maturity, and realised value.
- Lead complex customer initiatives involving Product, Engineering, AI Impact, Sales, and other internal teams.
- Translate technical capabilities and product usage into clear business value for executive and operational stakeholders.
- Represent the Voice of the Customer by communicating emerging use cases, product feedback, and enhancement opportunities that influence product and go-to-market priorities.
- Partner with Marketing to identify customer references, case studies, webinars, events, and advocacy opportunities that showcase Edwin success.
- Mentor and coach other AI Growth Strategists, sharing successful customer strategies and supporting consistent execution across the team.
- Contribute to the continuous improvement of AI Growth playbooks, value frameworks, customer programmes, and engagement methodologies.
- Stay current on enterprise AI adoption, AIOps, observability, operational transformation, and customer success best practices.
- 9+ years of experience in Customer Success, Professional Services, Technical Account Management, Solutions Consulting, AI/ML, enterprise SaaS, or technical consulting, supporting complex enterprise customers.
- Demonstrated success owning strategic customer relationships and delivering measurable adoption, value realisation, retention, and growth outcomes.
- Experience working with senior and executive stakeholders and influencing decisions across complex customer organisations.
- Strong technical aptitude, with the ability to understand AI-driven solutions, observability platforms, integrations, APIs, automation, cloud environments, and enterprise operational workflows.
- Experience developing customer success plans, conducting Executive Business Reviews, measuring ROI, and proactively managing customer health and adoption.
- Proven ability to lead complex, cross-functional customer initiatives involving technical, commercial, and executive stakeholders.
- Strong consultative and analytical skills, with the ability to translate technical capabilities into clear business outcomes.
- Experience identifying expansion opportunities through customer adoption and demonstrated value.
- Excellent written and verbal communication skills, with the confidence to engage both technical practitioners and executive leaders.
- Experience coaching or mentoring customer-facing professionals and contributing to team methodologies or best practices.
- Ability to operate effectively in a fast-paced, evolving, and high-growth environment.
- Experience with enterprise AI, AIOps, observability, cloud operations, automation, or digital transformation.
- Experience supporting customers through organisational and operational change associated with AI adoption.
- Familiarity with value realisation frameworks, maturity models, customer advocacy programmes, or AI adoption methodologies.
- Experience working with globally distributed enterprise customers and cross-functional teams.
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LogicMonitor is an Equal Opportunity Employer
At LogicMonitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective. We’re committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best.
For us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed. We don’t just open doors; we invite you to step through and be part of something bigger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Notice Regarding Use of AI in Hiring
We use artificial intelligence tools to assist with reviewing job applications, such as matching skills and experience to job requirements. These tools support, but do not replace, human review. All hiring decisions are made by our recruiting and hiring teams. You may opt out of AI processing at any time, and your application will still be reviewed. To opt out, please contact us at [email protected].
By submitting your application, you acknowledge this notice.
Our goal is to ensure an accessible and inclusive experience for every candidate.
If you need a reasonable accommodation during the application or interview process under applicable local law, please submit a request via this Accommodation Request Form.
Know your rights: workplace discrimination is illegal. Please click here to review LogicMonitor’s U.S. Pay Transparency Nondiscrimination Provision.
LogicMonitor Sydney, New South Wales, AUS Office
LogicMonitor Sydney, Australia Office
Our office is located in the Sydney CBD, close to Town Hall and Hyde Park. 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.
