Senior Customer Success Lead – West Coast (Remote)

LaunchDarkly Group; United States; Remote; USD 145,000 - 235,000; Full time

Benefits offered by this job

RSUs

Health, vision, dental insurance

Mental health benefits

Job summary

LaunchDarkly is seeking a Senior Customer Success Manager for the West Coast, primarily remote in the US. You will guide post-sales customers to adoption, manage renewals, and uncover expansion opportunities while collaborating with the Sales and Product teams.

A strong balance of customer obsession, technical curiosity, and business acumen is essential. You will build trusted advisor relationships, design success plans, and mentor customers through onboarding and value realization.

Qualifications

• 5+ years in a customer-facing role with target experience.
• Experience owning renewal process with retention quota.
• Experience with a technical product, ideally interacting with developers or other technical personas.
• Strong discovery and qualification skills; training in sales methodologies is preferred.
• Experience with proactive and reactive customer success motions.
• Proven ability to advocate for both customers and the company.

Responsibilities

• Onboard new customers and guide activation in the LaunchDarkly platform.
• Identify and mitigate adoption risks to prevent churn and contractions.
• Provide technical guidance on implementation and best practices.
• Identify opportunities to expand and upsell products and features.
• Act as a trusted advisor and establish executive relationships within customer orgs.
• Own renewal forecasting and coordinate with sales and deal desk for timely renewals.

Skills

Customer success

Communication

Sales acumen

Time management

Adaptability

Problem solving

Team collaboration

Job description

LaunchDarkly is seeking a Senior Customer Success Manager for the West Coast, primarily remote in the US. You will guide post-sales customers to adoption, manage renewals, and uncover expansion opportunities while collaborating with the Sales and Product teams.

A strong balance of customer obsession, technical curiosity, and business acumen is essential. You will build trusted advisor relationships, design success plans, and mentor customers through onboarding and value realization.