Senior Customer Success Manager

LaunchDarkly Group; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Full Vision

Full Dental

Full Medical

Flexible Schedule

Healthy Lunches & Snacks

Conference & Meetup Access

Education Stipend

Personalized Work Station

Close to Public Transportation

Bike Parking

Team Activities

Unlimited paid time off policy

Work from home opportunities

Health insurance

Job summary

LaunchDarkly is seeking a Senior Customer Success Manager in the United States to drive post-sales adoption and value realization. You will onboard new customers, guide them through activation, and act as a trusted advisor across teams to reduce risk and churn.

You will own renewals and identify expansion opportunities, leveraging a deep knowledge of LaunchDarkly and DevOps practices to ensure customer outcomes and long-term success.

Qualifications

• 5+ years in a customer-facing role
• Experience in account management, CS/onboarding with targets
• Proven ability to advocate for customers and the company
• Strong discovery and qualification skills; MEDDIC preferred
• Excellent communication skills

Responsibilities

• Represent LaunchDarkly as post-sales point-of-contact
• Guide customers to successful adoption and value realization
• Onboard new customers from sales handoff to activation
• Identify and mitigate adoption risks to reduce churn
• Provide technical guidance on implementation best practices
• Drive renewals and identify expansion opportunities
• Build executive relationships and champion networks

Skills

Project management

Cross-functional

Customer success

Onboarding

Renewal forecasting

Sales acumen

Tech/product knowledge

DevOps knowledge

Negotiation

Communication

MEDDIC

Time management

Team collaboration

Job description

• The Senior Customer Success Manager reports directly into the regional CS leader and represents LaunchDarkly as the direct point-of-contact with our customers post-sales
• They are LaunchDarkly subject-matter experts guiding our new and expanding customers towards implementation and adoption and helping them achieve their desired use-cases and realize value
• Customer Onboarding: You will shepherd in new customers from the sales handoff through successful activation in the product. This includes building out success plans to get customers up to speed in the platform, project management through onboarding, helping customers leverage the most appropriate enablement paths and assessing customer’s adoption on an ongoing basis
• Risk Identification and Mitigation: You’ll work to proactively identify and diagnose risk inhibiting adoption or that may cause churn and contraction. You’ll own building a risk mitigation strategy and coordinating across the account team to effectively steer the customer to success
• Technical Guidance: You’ll maintain a deep level of LaunchDarkly product knowledge and be expected to provide customers with direction on implementation and adoption best practices
• Prescriptively Sell: You maintain a pulse on how our customers are tracking against their key goals and outcomes identifying opportunities for customers to purchase additional products, services and adopt new features needed for them to maximize the value of our solution
• Trusted Advisor: You understand your customers like no other and have built enough trust to act as an extension of their team. You provide prescriptive guidance to customers to help them get the most out of their LaunchDarkly purchase
• Build Champions & Executive Relationships: You are an expert champion builder. You consistently work to identify & support key advocates within your customers’ organization who actively promote the value of LaunchDarkly. In partnership with your Champion, you’re able to leverage success metrics & value driven insights to gain sponsorship at an Executive level
• Renewal and Expansion focused: You are comfortable owning a number and forecasting on a weekly basis. You will work directly with customers, sales and deal desk to execute renewal agreements on time and to identify expansion opportunities within your accounts

Benefits

• Full Vision
• Full Dental
• Full Medical
• Flexible Schedule
• Healthy Lunches & Snacks
• Conference & Meetup Access
• Education Stipend
• Personalized Work Station
• Close to Public Transportation
• Bike Parking
• Team Activities
• Unlimited paid time off policy
• Work from home opportunities
• Health insurance

The best candidate for this role will be passionate about customer success with a keen interest in software development and DevOps, balanced with a strong sales acumen. In LaunchDarkly GTM, we are all customer-obsessed and striving for massive year over year growthStrong project management skills. You should have experience holding customers and cross-functional teams accountable to a timelineEntrepreneurial and Self-Motivated: You are driven and proactive, taking ownership of your role and responsibilities. You operate with a high level of urgency at all times. You thrive in a fast paced, start-up environmentHighly Adaptable: You excel in a fast-paced and dynamic organizational setting5+ years in a customer-facing role, ideally in account management, customer/partner success or onboarding/implementation with a track record of exceeding targetsProven ability to advocate for both your customers and your company. You know how to be the voice of the customer in the company while mediating between the customer’s requests and the company’s visionIntellectual Curiosity: You have a hunger for knowledge and are naturally a question-askerNatural Problem Solver: You have strong critical thinking skills and enjoy the process of solving complex customer problems. You are able to elevate issues when necessary in a clear, effective mannerOrganized & Autonomous: You are capable of efficiently managing your workload and have a process for time management. You do not require a lot of external direction to prioritize your workStrong discovery and qualification skills; training in Command of the Message, MEDDIC or another sales methodology is preferredPassion for Learning and Growth: You are enthusiastic about continuous learning and personal development at LaunchDarkly. You view feedback as a necessity for growth so consistently seek it out and give itTeam Player: You collaborate well with others, know when to pull specialists or leaders in and keep others informed proactively. Win as a team!We will teach you all about LaunchDarkly, but you should have an existing level of technical knowledge and know-howStrong Sales Acumen: You have a high level of sales acumen, strong negotiation skills and are eager to own a number. This is a commercially focused CS organizationExperience owning the renewal process and being held accountable to a retention quota. This is a commercially oriented Customer Success teamExperience working on a technical product, ideally interacting with developers or other technical personas as your primary customer. Experience within the DevOps space preferredExcellent Communication: Your written and spoken communication skills are outstandingExperience with both proactive and reactive customer success motions