Senior Customer Success Manager - Onboarding & Growth

Remote Genie; United States; On-site; USD 145,000 - 235,000; Full time

Job summary

LaunchDarkly is seeking a Customer Success Manager in the United States to guide post-sales customers toward successful adoption and value realization. You will own onboarding, risk mitigation, and prescriptive guidance while identifying expansion opportunities and renewals within a performance-driven team.

You will partner with sales, product, and support to ensure customers achieve outcomes, become champions, and renew contracts.

Qualifications

• 5+ years in a customer facing role, ideally in account management, customer/partner success or onboarding/implementation with a track record of exceeding targets.
• Experience owning the renewal process and being held accountable to a retention quota.
• Strong discovery and qualification skills; training in Command of the Message, MEDDIC or another sales methodology is preferred.
• Strong project management skills; you should have experience holding customers and cross-functional teams accountable to a timeline.
• Experience working on a technical product ideally interacting with developers or other technical personas as your primary customer. Experience within the DevOps space preferred.
• Experience with both proactive and reactive customer success motions.
• We will teach you all about LaunchDarkly, but you should have an existing level of technical knowledge and know-how.
• Proven 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 vision.

Responsibilities

• Onboard new customers from sales handoff through activation in the product and build success plans for adoption.
• Identify and mitigate risks to adoption and renewal to prevent churn and contraction.
• Provide technical guidance on implementation and best practices for adoption of LaunchDarkly.
• Prescriptively sell by identifying opportunities to expand products and features.
• Act as a trusted advisor and extension of the customer’s team with prescriptive guidance.
• Build champions and executive relationships to gain sponsorship and demonstrate value.
• Own renewal and expansion forecasting and coordinate with sales and deal desk to close renewals on time.

Skills

Customer success

Account management

Renewals

Project management

Sales methodology

DevOps

Technical product

Cross-functional collaboration

Communication

Job description

LaunchDarkly is seeking a Customer Success Manager in the United States to guide post-sales customers toward successful adoption and value realization. You will own onboarding, risk mitigation, and prescriptive guidance while identifying expansion opportunities and renewals within a performance-driven team.

You will partner with sales, product, and support to ensure customers achieve outcomes, become champions, and renew contracts.