Visibility, collaboration, and predictability: LogicMonitor increases CSM capacity by 20%

“Our customers deserve nothing less than the best from our platform,” reads the company principles of LogicMonitor — and they have the customer satisfaction scores to prove that they practice what they preach. At 95% satisfaction, LogicMonitor’s AI-powered IT performance monitoring platform has the highest net promoter score of any IT infrastructure management provider. With clients as recognizable and varied as Topgolf, Carrier, Schneider Electric, and the Minnesota Vikings, the company strives to keep it that way.

“My main priority is all about scaling the business. As a company, we’ve hit the point where we can’t just hire more and more CSMs. So, I’ve been tasked with making sure we can continue to provide that excellent customer experience.” — Jillian Bierman, Director of Customer Success, LogicMonitor

How does a company ensure that they keep the magic of one-on-one connection and demonstrate sustainable value to its customers, but still maintain its trajectory of growth? In LogicMonitor’s case, they turned to Gong.

LogicMonitor’s customer success team works smarter and more efficiently because — with Gong’s AI-powered platform — they now have a clearer picture of each account’s individual status, allowing them to focus on the right areas and save time on administrative work. 

As a result, the CSMs and customers are both happier. CSMs use Gong for coaching, tracking progression over time, identifying churn and growth opportunities, and even generating leads for their sales counterparts — all without being overworked or burnt out. This helps grow customer satisfaction in turn because the customers each get a more personalized and supportive experience.

Customer success managers have a huge job: to bridge between sales and customer support, and ensure customers get the most value out of LogicMonitor’s platform. But their time is stretched thin as the company grows and CSMs must manage more accounts. As a result, automations have the potential for huge impact.

That’s why LogicMonitor harnessed the power of generative AI to increase the productivity of its CSMs using Gong’s Ask Anything.

CSMs save valuable time by using Gong to ask targeted questions, find information easily, automatically draft follow-up emails, and share call summaries with their peers. “Gong’s AI has simplified follow-ups so much that our CSMs saved at least 30 minutes on each meeting, cutting follow-up time by an average of 50%,” Jillian says.

LogicMonitor’s teams expedite ramp-up with Gong’s AI querying feature. “Ask Anything helps our newer CSMs get more confident in their writing skills,” Jillian adds. “They start to develop their own voice and confidence in writing better professional emails, so that’s also a massive time savings.”

In addition to speeding up follow-ups and improving CSMs writing skills with Ask Anything, LogicMonitor used Gong’s Gainsight integration to implement a pooled customer success model.

All interactions are captured in Gong and then passed into Gainsight, LogicMonitor’s customer success tool of record. “As soon as there’s a call that takes place, it is automatically logged in Gainsight,” Jillian says. “So, we could trigger our automation based on that particular meeting that Gong creates automatically. That saves our CSMs a whole bunch of time.” Plus, there’s no question whether the call was logged.

Leaders and managers use Gong to surface the most successful customer calls, offering newer CSMs instructive examples of what has worked in the past, as well as what risk indicators might signal likelihood of churn. This allows for more accurate insights into account health and greater growth predictability.

“Gong helps us quickly identify churn risk so we can mitigate before it’s too late. That way we can predict how close we will be to hitting our net retention target.” —Jillian Bierman, Director of Customer Success, LogicMonitor

These new workflows also help Jillian ensure that CSMs are able to confidently speak to new products and motions, identify key account-health indicators, and ask the right follow-up questions.

“Gong’s AI helps LogicMonitor and our CSMs work smarter, not harder, so we’re spending time in the right places versus just doing a whole bunch of administrative work. That’s absolutely the best way that Gong is helpful for my team.” —Jillian Bierman, Director of Customer Success, LogicMonitor

There’s no such thing as strong company growth without a well-informed sales motion. LogicMonitor is heavily focused on generating leads via customer success by uncovering opportunities and then handing them off to sales reps to close the business. With Gong’s Revenue Intelligence platform at their fingertips, CSMs can streamline workflows when working cross-functionally, providing critical information to the sales team quickly and accurately.

“Our teams work very closely together. Sales is really focused on growth, and we’re a little bit more focused on retention — but we need both of those to hit net retention. So, that cross-collaboration in Gong is very helpful for our CSMs to understand what motion sales is taking or vice versa.” —Jillian Bierman, Director of Customer Success, LogicMonitor

As LogicMonitor continues to grow, naturally so does the volume of people working with every customer across sales, CS, professional services, and more. The CSM can’t staff every sales or professional services call, but can rely on the visibility and automated insights Gong provides to see what happened in missed interactions to guide the next best steps for  the account.

With greater visibility across customer calls and account health, CSMs get a clearer picture of everything that’s going on at a granular level on each customer account, making collaboration more streamlined and effective.

“Everybody who touches a given account can see what was talked about on a call,” Jillian says. “And it takes two seconds for the CSM, as opposed to 10 minutes that it would have taken to type up all their notes and put them into all their other tools.”

With Gong, Jillian has been able to grow her book of business by around 100 accounts while keeping the same number of CSMs. She adds, “Gong’s AI-powered platform and integrations supported a strategic initiative at LogicMonitor that led to at least a 20% increase in CSM capacity, in just the first 3 months since launch.”

The reduction in time-consuming administrative tasks has given her confidence in her team’s ability to take on even more accounts without getting overwhelmed or decreasing the value they provide to their customers — a key component in LogicMonitor’s ability to maintain the growth and success they’ve seen so far.