Head of Digital Customer Success & Growth

LaunchDarkly Group; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Full Vision

Full Dental

Full Medical

Flexible Schedule

Education Stipend

Work from home

Unlimited PTO

Health insurance

Job summary

LaunchDarkly Group is seeking a Manager of Digital Customer Success to lead a team of Digital CSMs serving as the primary post-sale contact for our largest customers in North America. The role reports to the Director of Customer Success, Americas and blends leadership with strategy to scale customer outcomes.

You will recruit, coach, and develop the team, partner with the GTM ecosystem to build tailored CS programs, and use customer insights to reduce churn and expand revenue.

Qualifications

• Minimum 4 years in a customer-facing role
• At least 2 years in a leadership or team lead position
• Experience with technical products, preferably DevOps
• Strong cross-functional collaboration and communication

Responsibilities

• Lead and develop a high-performing team of Digital CSMs.
• Recruit, coach, and support team growth and skills development.
• Define and operationalize CS programs and playbooks for the Digital segment.
• Drive proactive customer insights to reduce churn and grow expansion.
• Own forecasting, pipeline reviews, and key metrics (NDR, expansion).
• Oversee critical engagements and escalations with senior customers.

Skills

Leadership

Problem solving

Team player

Analytical

Growth mindset

Entrepreneurial

Program builder

Commercial

AI fluency

Project management

Data orientation

Technical knowledge

Program development

Customer success

Job description

LaunchDarkly Group is seeking a Manager of Digital Customer Success to lead a team of Digital CSMs serving as the primary post-sale contact for our largest customers in North America. The role reports to the Director of Customer Success, Americas and blends leadership with strategy to scale customer outcomes.

You will recruit, coach, and develop the team, partner with the GTM ecosystem to build tailored CS programs, and use customer insights to reduce churn and expand revenue.