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Customer Success – AI, London, England, United Kingdom
Sr. AI Growth Strategist
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.
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!
To learn more about life at LogicMonitor, check out our Careers Page.
About the Role
AI Growth Strategists own the ongoing technical and business success of a portfolio of strategic Edwin AI customers. This is not a traditional Customer Success role and it is not a pure strategy or consulting role. The strategist sits between the customer’s technical environment, operational workflows and business priorities.
Edwin AI operates across complex enterprise environments. Customer outcomes depend on observability and monitoring data, integrations, APIs, ITSM workflows, automation, cloud and infrastructure architecture, data quality and the way each customer operates. The strategist must be able to understand that environment, diagnose what is blocking adoption, bring the right technical resources together and maintain credibility with technical stakeholders.
At the same time, the strategist must connect technical use cases and operational improvements to measurable business outcomes, executive priorities, retention and growth. You will work with technical practitioners, operational leaders and C-level stakeholders, moving comfortably between all three.
What You’ll Own
- Own the success of a portfolio of strategic and complex Edwin AI customers from post-implementation adoption through value realisation, maturity, advocacy and growth.
- Build a deep understanding of each customer’s architecture, observability environment, integrations, ITSM processes, operational workflows and AI use cases.
- Lead technical and operational discovery to understand customer requirements, diagnose adoption blockers and determine whether issues relate to configuration, integration, data, workflow, product capability or customer environment.
- Act as a credible technical partner to SRE, DevOps, platform, infrastructure, operations and engineering stakeholders while coordinating Support, Product and Engineering when deeper expertise is required.
- Translate technical capabilities, usage and operational outcomes into business value that is meaningful to CIOs, CTOs and other executive stakeholders.
- Develop and execute customer success and growth plans with clear use cases, success measures, adoption milestones, risks and value metrics.
- Identify opportunities to expand Edwin across additional teams, workflows and use cases based on demonstrated customer outcomes and technical fit.
- Represent the Voice of the Customer: investigate the underlying problem behind feature requests, quantify impact, identify patterns across customers and build evidence-based cases for Product and Engineering.
- Proactively manage customer risk and technical escalations, maintaining clear customer communication while driving internal ownership and resolution.
- Run executive and operational customer cadences that demonstrate adoption, measurable value, risks, priorities and next steps.
- Capture repeatable use cases, technical patterns, customer outcomes and lessons learned to improve team playbooks and product strategy.
Technical Expectations
This role does not require you to be a software engineer, but it does require genuine technical depth. You should be able to enter an unfamiliar customer environment, ask the right questions, understand how systems connect, interpret technical evidence and narrow down where a problem is likely to sit.
You should be comfortable discussing observability and monitoring concepts, APIs and integrations, ITSM workflows, cloud and infrastructure environments, automation, data flows and AI-driven operational use cases. You should know when you can progress the investigation yourself and when to bring in Support, Engineering or Product.
You will be expected to learn Edwin AI deeply and maintain enough technical credibility that customers see you as part of the solution rather than simply a relationship manager.
AI Mindset
AI curiosity is essential. We want people who actively experiment with AI in their own work, not simply people who advise customers about it.
You should be able to demonstrate how you use AI, agents, automation or emerging tools to improve your productivity, analyse information, create workflows or solve problems. You will be encouraged to test new approaches safely, learn quickly and turn successful experiments into repeatable ways of working for the wider team and our customers.
Customer & Executive Leadership
- Build trusted relationships across technical practitioners, operational leaders and executive sponsors.
- Challenge customers constructively when the requested feature or approach may not be the best way to achieve the desired outcome.
- Lead conversations about business impact, ROI, operational efficiency, automation, risk reduction and AI maturity.
- Manage multiple demanding enterprise customers and competing priorities with clear judgement, ownership and communication.
- Create executive-level narratives that connect technical progress and adoption to the customer’s wider business objectives.
What Success Looks Like
- Customers adopt Edwin faster and expand its use across meaningful operational workflows.
- Technical and operational blockers are identified early, accurately understood and driven to resolution.
- Customers can clearly articulate the measurable business and operational value they receive from Edwin.
- Executive sponsors remain engaged and confident in the value and direction of their Edwin investment.
- Customer risk is reduced and retention improves through proactive technical and strategic engagement.
- Expansion opportunities emerge naturally from proven use cases, adoption and demonstrated value.
- Customer feedback is evidence-based and meaningfully influences Product and Engineering priorities.
- The AI Growth team develops stronger technical playbooks, reusable use cases and AI-enabled ways of working.
What We’re Looking For
- 7+ years in Technical Account Management, Solutions Architecture/Consulting, Professional Services, technical Customer Success, cloud/observability, AI/ML or another technical customer-facing enterprise role.
- Proven ownership of a portfolio of complex enterprise customers or equivalent long-term responsibility for customer technical outcomes, adoption and value.
- Strong technical aptitude across enterprise SaaS, integrations/APIs, cloud or infrastructure environments, operational workflows and troubleshooting.
- Experience with observability, monitoring, AIOps, IT operations, ITSM, SRE/DevOps or adjacent technologies is strongly preferred.
- Demonstrated AI curiosity and practical use of GenAI, agents, automation or AI-enabled workflows in your own work.
- Ability to conduct technical discovery and translate complex use cases into measurable operational and business outcomes.
- Experience engaging C-level stakeholders and presenting value, risk, progress and recommendations at executive level.
- Commercial awareness and the ability to identify growth opportunities based on customer outcomes rather than traditional product selling.
- Strong customer advocacy skills, including turning individual requests into structured, evidence-based product feedback.
- Comfort operating in ambiguity, building new processes and improving playbooks as the product and function evolve.
- Native/fluent Dutch language skills (if applying for the role based The Netherlands)
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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.
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