EMEA Senior Customer Success Leader

LaunchDarkly Group; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

LaunchDarkly London is seeking a Customer Success Manager to represent our post-sales efforts and guide new and expanding customers toward successful adoption and clear value realization. You will combine customer success with sales acumen, DevOps awareness, and a strong collaboration mindset to drive renewals and expansions.

You will own onboarding, risk mitigation, and technical guidance while building trusted advisor relationships and champions within customer organizations.

Qualifications

• 5+ years in a customer-facing role with track record of exceeding targets.
• Experience owning renewal processes and retention quota accountability.
• Strong discovery and qualification skills; sales methodologies like MEDDIC preferred.
• Strong project management skills with accountability to timelines.
• Experience with technical products, preferably interacting with developers in DevOps space.
• Proven ability to advocate for both customers and the company, balancing requests with company vision.

Responsibilities

• Customer Onboarding: shepherd new customers from sales handoff through activation, build success plans, manage onboarding projects, identify optimal enablement paths.
• Risk Identification and Mitigation: identify adoption risks, create mitigation strategies, coordinate with account teams to steer customers to success.
• Technical Guidance: maintain deep LaunchDarkly product knowledge and advise on implementation and adoption best practices.
• Prescriptively Sell: monitor customer progress toward goals and identify opportunities to purchase additional products or features.
• Trusted Advisor: act as an extension of the customer's team and provide prescriptive guidance to maximize value.
• Build Champions & Executive Relationships: identify advocates, leverage metrics to gain sponsorship at Executive level.
• Renewal and Expansion: own forecasted numbers, collaborate with sales and deal desk to renew on time and identify expansion opportunities.

Skills

Excellent communication

Strong sales acumen

Customer relationship management

Project management

Strategic thinking

Job description

LaunchDarkly London is seeking a Customer Success Manager to represent our post-sales efforts and guide new and expanding customers toward successful adoption and clear value realization. You will combine customer success with sales acumen, DevOps awareness, and a strong collaboration mindset to drive renewals and expansions.

You will own onboarding, risk mitigation, and technical guidance while building trusted advisor relationships and champions within customer organizations.