Senior Customer Success Lead: Onboarding, Adoption & Growth

LaunchDarkly Group; Oregon; Hybrid; USD 154,000 - 212,000; Full time

Benefits offered by this job

RSUs

Health insurance

Vision insurance

Dental insurance

Mental health benefits

Job summary

LaunchDarkly Senior Customer Success Manager reports to the regional CS leader and acts as the primary post-sales contact, guiding customers toward adoption and measurable value from the platform. You will own onboarding, risk mitigation, technical guidance, prescriptive expansion opportunities, and executive sponsorship, building trusted relationships while ensuring renewal and expansion.

Ideal candidates bring 5+ years in customer-facing roles, renewal ownership, DevOps familiarity, and strong

Qualifications

• 5+ years in a customer-facing role with targets.
• Experience owning renewal processes and retention quota.
• Training in Command of the Message, MEDDIC or similar sales methodology is preferred.
• Strong project management skills with accountability to timelines.
• Experience with technical products, DevOps-oriented customers.
• Experience with proactive and reactive customer success motions.
• Ability to advocate for both customers and the company.

Responsibilities

• Onboard new customers from sales handoff to activation in the platform.
• Identify and mitigate adoption risks to reduce churn.
• Provide technical guidance on implementation and best practices.
• Prescriptively identify opportunities to expand product usage and features.
• Act as trusted advisor and build executive relationships.
• Develop champions within customers and secure sponsorship at the executive level.
• Own renewal and expansion forecasting with Sales and Deal Desk.

Skills

Customer-facing

Renewal management

MEDDIC

Project management

DevOps knowledge

Technical product

Sales collaboration

Advocacy

Job description

LaunchDarkly Senior Customer Success Manager reports to the regional CS leader and acts as the primary post-sales contact, guiding customers toward adoption and measurable value from the platform. You will own onboarding, risk mitigation, technical guidance, prescriptive expansion opportunities, and executive sponsorship, building trusted relationships while ensuring renewal and expansion.

Ideal candidates bring 5+ years in customer-facing roles, renewal ownership, DevOps familiarity, and strong