Customer Success Manager - Digital Led (Central/East)

Freddie Mac; United States; Remote; USD 113,000 - 170,000; Full time

Job summary

A leading company is seeking a Digital Led Customer Success Manager to guide customers post-sales. This role focuses on onboarding, risk mitigation, and building relationships to maximize customer outcomes. Ideal for candidates passionate about customer success and data-driven engagement.

Benefits

RSUs

Health Insurance

Vision Insurance

Dental Insurance

Mental Health Support

Qualifications

• 3+ years in a customer-facing role with a record of exceeding targets.
• Experience in scaled/tech touch onboarding, account management, or success roles.

Responsibilities

• Use customer journey data to identify and support customers needing onboarding assistance.
• Utilize product signals and data to proactively identify risks and develop strategies.

Skills

Communication

Problem Solving

Sales Acumen

Data Driven

Organizational Skills

Job description

About the Job:

The Digital Led Customer Success Manager reports directly to the regional CS leader and serves as the primary point of contact for our customers post-sales. They are subject-matter experts at LaunchDarkly, guiding new and existing customers through implementation and adoption, with a focus on 1:many outreach tactics and data-driven engagement to ensure timely support. This role is part of a new team at LaunchDarkly, ideal for candidates passionate about customer success, experienced in managing large customer portfolios with data insights, and interested in building a best-in-class Digital Led CS organization.

Responsibilities:

1. Customer Onboarding: Use customer journey data to identify and support customers needing onboarding assistance, driving engagement through marketing or personalized support to ensure successful activation.
2. Risk Identification and Mitigation: Utilize product signals and data to proactively identify risks, developing strategies to mitigate them and collaborating with the account team to promote customer success.
3. Technical Guidance: Maintain deep product knowledge and advise customers on implementation and adoption best practices.
4. Prescriptive Selling: Monitor customer progress against goals, identifying opportunities for additional purchases, feature adoption, and maximizing value.
5. Trusted Advisor: Build trust quickly and provide strategic guidance to maximize customer outcomes.
6. Build Champions & Executive Relationships: Identify and support customer advocates, leveraging success metrics and insights to secure executive sponsorship.
7. Renewal and Expansion Focus: Own the renewal process, collaborating with sales and deal desk to ensure timely renewals and identify growth opportunities.

About You:

1. Entrepreneurial and Self-Motivated: Proactive, ownership-driven, operating with urgency, and capable of building the team in a startup environment.
2. Passion for Learning and Growth: Enthusiastic about continuous development and receptive to feedback.
3. Highly Data Driven: Skilled in leveraging telemetry and signals to inform decisions.
4. Intellectually Curious: Eager to learn and ask questions.
5. Excellent Communication: Outstanding written and spoken skills.
6. Organized & Autonomous: Efficient workload management and prioritization skills.
7. Strong Sales Acumen: Negotiation skills and experience owning revenue targets.
8. Natural Problem Solver: Critical thinker with strong escalation skills.
9. Team Player: Collaborative, proactive, and communicative.

Qualifications:

1. Located in Central or Eastern Time Zone.
2. 3+ years in a customer-facing role with a record of exceeding targets.
3. Experience in scaled/tech touch onboarding, account management, or success roles, with success in a 1:many/tech-led environment.
4. Data-driven with experience using telemetry and signals for customer targeting.
5. Experience managing renewals and retention quotas.
6. Strong discovery, qualification, and project management skills.
7. Experience with technical products, preferably within DevOps.
8. Exceptional organizational skills and technical foundational knowledge.
9. Ability to advocate for customers and mediate between customer needs and company goals.

Pay:

Ranges based on geographic zones for Level P3 roles:

• Zone 1: San Francisco/Bay Area or New York City: $133,000 - $170,000
• Zone 2: Boston, DC, Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Seattle: $119,000 - $155,000
• Zone 3: Other US locations: $113,000 - $145,000

Exact compensation varies based on skills, experience, and location. Benefits include RSUs, health, vision, dental, and mental health support.

About LaunchDarkly:

We enable faster, safer software development with features like targeted rollout, experimentation, and release coordination, helping teams innovate efficiently and reliably.

We value diversity and are an equal opportunity employer. For accommodations, contact People Ops at [e-mail].