Manager, Digital Customer Success

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

Role overview

A people-leader role managing a team of digital customer success managers serving as the primary post-sale contact for a large segment of customers using a developer-focused SaaS platform. The position blends team development, scaled program design, and direct commercial accountability within a fast-paced, high-growth environment.

Responsibilities

• Recruit, coach, and develop a high-performing team of CSMs delivering consistent customer outcomes
• Partner across the GTM ecosystem to build and operationalize playbooks and scaled programs tailored to the digital customer segment
• Drive proactive engagement by acting on leading indicators such as onboarding progress, product adoption, risk signals, and expansion potential
• Run forecast and pipeline reviews organized around NDR, expansion, and other key performance metrics
• Serve as senior advocate for strategic and high-impact customers, overseeing escalations and surfacing insights internally

Requirements

• 4+ years in a customer-facing role, including at least 2 years in a leadership or team lead position within customer success, account management, or a similar field
• Experience owning renewals and being accountable for a retention quota, with training in Command of the Message, MEDDIC, or similar sales methodologies
• Demonstrated data orientation, using metrics to inform decisions about talent, programs, and team effectiveness
• Background building scalable customer programs that move broad cohorts of accounts using signals and tailored collateral
• Comfort leveraging AI tools to scale proven processes while keeping customer insights accurate and actionable
• Familiarity with technical products, ideally including DevOps tooling and working with developer or technical personas
• Strong project management skills with experience holding cross-functional teams accountable to timelines

Benefits and work setup

• Target base pay for Level M2 starts at $121,800 for Zone 1 locations including San Francisco/Bay Area, NYC metro, Boston, and Seattle, with zone-based variations
• Inclusive culture with employee resource groups and equal opportunity employer practices
• Accommodations available for candidates with disabilities throughout the hiring process