Digital Customer Success Leader for Growth & Retention

Cervin; Northern (KY); On-site; USD 120,000 - 170,000; Full time

Job summary

LaunchDarkly is seeking a Manager of Digital Customer Success in the Americas who will lead a team of Digital CSMs serving our largest customers after implementation. You will report to the Director of Customer Success and focus on delivering exceptional customer experience while driving growth in a fast-paced, high-growth environment.

This people-first leadership role requires entrepreneurial spirit, analytical mindset, and a passion for building scalable programs that reduce churn and increase

Qualifications

• 4+ years in a customer-facing role with leadership experience.
• Experience owning renewals and retention quotas.
• Strong data orientation and ability to translate insights into programs.
• Proven track record building scalable customer success programs.
• AI fluency to scale processes and insights.
• Technical knowledge in DevOps space and working with developers.
• Project management skills and cross-functional collaboration.

Responsibilities

• Lead and develop a high-performing team of Digital CSMs.
• Define and execute scaled CS programs and playbooks.
• Monitor onboarding, adoption, risk signals, and expansion.
• Own forecast, pipeline reviews, and key metrics (NDR, expansion).
• Manage critical engagements and executive customer escalations.

Skills

Leadership

Entrepreneurial spirit

Growth mindset

Analytical thinking

Program development

Sales orientation

Problem solving

Team player

Education

4+ years in customer-facing role

Job description

LaunchDarkly is seeking a Manager of Digital Customer Success in the Americas who will lead a team of Digital CSMs serving our largest customers after implementation. You will report to the Director of Customer Success and focus on delivering exceptional customer experience while driving growth in a fast-paced, high-growth environment.

This people-first leadership role requires entrepreneurial spirit, analytical mindset, and a passion for building scalable programs that reduce churn and increase