Senior Customer Success Manager - West Coast

Justremote; United States; À distance; USD 145 000 - 235 000; Plein temps

Avantages offerts par ce poste

Restricted Stock Units (RSUs)

Health, vision & dental insurance

Mental health benefits

Résumé du poste

LaunchDarkly is seeking a proactive Customer Success professional in the United States to drive activation, adoption, and renewal of our feature management platform. You will own renewal forecasting, identify risks, and collaborate with sales, product, and engineering to maximize value for customers.

The role emphasizes a customer-first approach, deep product knowledge, and the ability to expand product usage across accounts. Strong communication and strategic thinking are essential.

Qualifications

• 5+ years in a customer-facing role such as account management or customer success.
• Experience owning renewal processes and retention quotas.
• Experience with technical products and collaboration with developers.

Responsabilités

• Own a number and forecast weekly with customers, sales, and deal desk.
• Lead onboarding and activation to ensure successful adoption of LaunchDarkly features.
• Identify risk and develop mitigation strategies to prevent churn.
• Coordinate with account teams to drive renewals and expansions.
• Advocate for customers while aligning with company vision.

Connaissances

Sales acumen

Negotiation

Account management

Customer success

Onboarding

Project management

Forecasting & renewal

Cross-functional collaboration

Communication

Problem solving

Outils

MEDDIC

Command of the Message

Description du poste

About:

• Shepherd in new customers from the sales handoff through successful activation in the product, including building out success plans, project management through onboarding, helping customers leverage enablement paths, and assessing customer's adoption on an ongoing basis.


• Identify and diagnose risk inhibiting adoption or that may cause churn and contraction, build a risk mitigation strategy, and coordinate across the account team to effectively steer the customer to success.


• Maintain a deep level of LaunchDarkly product knowledge and provide direction on implementation and adoption best practices.


• Maintain awareness of customer progress against key goals and outcomes, identifying opportunities for customers to purchase additional products or adopt new features.


• Act as a trusted advisor to customers, providing prescriptive guidance to maximize their LaunchDarkly purchase.


• Identify and support advocates within customer organizations who promote the value of LaunchDarkly, leveraging success metrics and insights to gain executive sponsorship.


• Own a number and forecast on a weekly basis, working directly with customers, sales, and deal desk to execute renewal agreements on time and identify expansion opportunities within accounts.

Experience:

• Driven and proactive, taking ownership of role and responsibilities with a high level of urgency.


• Enthusiastic about continuous learning and personal development, seeking and giving feedback.


• Intellectual curiosity with a hunger for knowledge and questioning.


• Outstanding written and spoken communication skills.


• Capable of efficiently managing workload and time management autonomously.


• Excel in a fast-paced and dynamic organizational setting.


• Possess strong sales acumen, negotiation skills, and eagerness to own a number.


• Strong critical thinking skills and problem-solving capabilities, clear issue escalation when necessary.


• Team player, collaborating well with others and informing proactively.


• 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 and experience holding customers and cross-functional teams to a timeline.


• Experience working on a technical product, ideally interacting with developers or technical personas as primary customers.


• Experience within the DevOps space preferred.


• Experience with both proactive and reactive customer success motions.


• Existing technical knowledge and know-how, with the ability to learn about LaunchDarkly.


• Proven ability to advocate for both customers and company, mediating between customer requests and company vision.

Salary and Perks:

Pay range: $145K - $235K

• Restricted Stock Units (RSUs)


• Health, vision, and dental insurance


• Mental health benefits

About LaunchDarkly:

LaunchDarkly allows teams to manage product features.