Digital Customer Success Leader

LaunchDarkly Group; United States; On-site; USD 104,000 - 142,000; Full time

Benefits offered by this job

RSUs

Health insurance

Vision/dental

Mental health benefits

Job summary

LaunchDarkly is seeking a Manager of Digital Customer Success to lead the Digital CSM team, reporting to the Director of Customer Success, Americas. You will shape scalable CS programs, mentor CSMs, and partner with GTM teams to reduce churn and drive expansion in a fast-growing environment.

The role demands a people-first leader with startup sensibility, data-driven decision making, and a track record of owning renewals and revenue outcomes.

Qualifications

• Minimum of 4 years in a customer-facing role.
• At least 2 years in a leadership or team lead position in CS or account management.
• Commercial acumen with renewal ownership and retention quota.
• Data-driven with experience using metrics to guide decisions.
• Experience building scalable customer programs.
• AI fluency or familiarity with AI tools to scale processes.
• Technical knowledge of DevOps space and interacting with developers.
• Project management with cross-functional accountability.

Responsibilities

• Recruit, lead, and develop a high-performing team of CSMs with coaching and feedback.
• Partner with GTM and CS teams to build scalable Digital CS programs and playbooks.
• Enable the team to act on onboarding progress, product adoption, and expansion signals.
• Organize around KPIs, forecast reviews, and pipeline management to hit goals.
• Oversee senior engagements and escalations, aligning customer needs with internal decisions.

Skills

Leadership

Analytical

Program Builder

Sales oriented

Team Player

Education

Experience leading CS teams

Tools

CRM systems

Job description

LaunchDarkly is seeking a Manager of Digital Customer Success to lead the Digital CSM team, reporting to the Director of Customer Success, Americas. You will shape scalable CS programs, mentor CSMs, and partner with GTM teams to reduce churn and drive expansion in a fast-growing environment.

The role demands a people-first leader with startup sensibility, data-driven decision making, and a track record of owning renewals and revenue outcomes.