Manager, Customer Experience

Role Overview

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

What You Will Do

The Manager 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. They will be accountable for the team’s delivery quality, customer health, value realization, and renewal readiness.

Why It Might Be a Fit

The ideal candidate will have 6+ years of experience in Customer Success, Professional Services, implementation, technical account management, or a related customer-facing role within B2B SaaS or enterprise technology. They will have strong experience in either CS or PS, with practical exposure to the other and an understanding of how implementation, adoption, and retention connect.

Requirements

• 6+ years of experience in Customer Success, Professional Services, implementation, technical account management or a related customer-facing role within B2B SaaS or enterprise technology
• 2+ years of people-management or substantial team-lead experience, including coaching, setting priorities and supporting performance
• Strong experience in either CS or PS, with practical exposure to the other and an understanding of how implementation, adoption and retention connect
• Evidence of delivering measurable customer outcomes, such as successful deployments, improved adoption, stronger customer health or retention
• Experience overseeing technical implementations, including discovery, solution design, configuration, integration, testing and handover, with accountability for scope, delivery quality and customer acceptance
• Practical familiarity with REST APIs, scripting in Python or PowerShell, and version-controlled delivery workflows, sufficient to review implementation approaches and coach technical team members
• Understanding of recurring-revenue business models, customer lifecycle management, renewal readiness and expansion opportunities
• Strong practical understanding of hybrid IT environments, including Windows and Linux systems, networking, cloud platforms and monitoring architectures, with the ability to review deployment approaches, challenge technical assumptions and guide troubleshooting
• Clear communication and relationship-building skills, with the ability to explain technical and business value to customers and internal stakeholders
• Sound judgement when balancing customer priorities, commercial considerations and team capacity
• Confidence using customer and operational data to prioritise work, assess performance and improve processes
• Experience with LogicMonitor or similar monitoring platforms, technical services delivery, and geographically distributed teams would be advantageous

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