Senior Customer Success Manager - West Coast

LaunchDarkly; Oregon; Hybride; USD 154 000 - 212 000; Plein temps

Avantages offerts par ce poste

RSUs

Health insurance

Vision insurance

Dental insurance

Mental health benefits

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer-facing

Renewal management

MEDDIC

Project management

DevOps knowledge

Technical product

Sales collaboration

Advocacy

Description du poste

About the Job

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. 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 growth.

Responsibilities

• 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.

About You

• Entrepreneurial 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 environment.
• Passion 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 it.
• Intellectual Curiosity: You have a hunger for knowledge and are naturally a question-asker.
• Excellent Communication: Your written and spoken communication skills are outstanding.
• Organized & 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 work.
• Highly Adaptable: You excel in a fast-paced and dynamic organizational setting.
• Strong 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 organization.
• Natural 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 manner.
• Team Player: You collaborate well with others, know when to pull specialists or leaders in and keep others informed proactively. Win as a team!

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. This is a commercially oriented Customer Success team.
• 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.

Pay

Target pay ranges based on Geographic Zones for Level 4:

• Zone 1: San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle - $171,200 - $235,400
• Zone 2: Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago - $154,100 - $211,860
• Zone 3: All other US locations - $145,500 - $200,090

LaunchDarkly operates from a place of high trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skills, experience, and location. Within the United States, our geographic pay zones are defined by counties surrounding major metropolitan areas.

Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.

About LaunchDarkly

• Improving the velocity and stability of software releases, without the fear of end customer outages
• Delivering targeted experiences by easily personalizing features to customer cohorts
• Maximizing the business impact of every feature through the ability to experiment and optimize
• Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types
• Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability

At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. LD invites any applicant to review our written affirmative action plan. To do so, contact People Ops at.

Do you need a disability accommodation?Fill out this accommodations request form and someone from our People Operations team will contact you for assistance.

Contact People Ops at .