Head of Digital Customer Success & Scaled Programs

launchdarkly; United States; Hybrid; USD 110,000 - 134,000; Full time

Benefits offered by this job

Inclusive culture with ERGs

Disability accommodations

Job summary

LaunchDarkly is seeking a people-led senior manager to lead a team of digital customer success managers serving a large segment of customers using our developer-focused SaaS platform. You will drive program design, team development, and commercial accountability in a fast-growing environment.

You will recruit and coach CSMs, orchestrate scalable playbooks, monitor onboarding, product adoption, risk signals, and expansion potential, and oversee senior customer escalations and strategic insights.

Qualifications

• Requires 4+ years in a customer-facing role with leadership experience in CS/AM or similar field.
• Experience owning renewals and retention quota with training in sales methodologies (e.g., MEDDIC).
• Strong data orientation using metrics to inform talent and program decisions.

Responsibilities

• Recruit, coach, and develop a high-performing team of CSMs.
• Partner across GTM to build playbooks and scaled programs for digital customers.
• Drive proactive engagement using onboarding progress, adoption, risk signals, and expansion potential.
• Run forecast and pipeline reviews focused on NDR, expansion, and key metrics.
• Advocate for strategic customers, manage escalations, surface insights.

Skills

People leadership

Data-driven decision making

Customer success management

Forecasting and pipeline reviews

Cross-functional collaboration

Tools

Salesforce

Tableau/BI

AI tools

Job description

LaunchDarkly is seeking a people-led senior manager to lead a team of digital customer success managers serving a large segment of customers using our developer-focused SaaS platform. You will drive program design, team development, and commercial accountability in a fast-growing environment.

You will recruit and coach CSMs, orchestrate scalable playbooks, monitor onboarding, product adoption, risk signals, and expansion potential, and oversee senior customer escalations and strategic insights.