Senior Manager, Digital Customer Success & Growth

LaunchDarkly Group; Northern (KY); Hybrid; USD 104,000 - 168,000; Full time

Job summary

LaunchDarkly is seeking a Manager of Digital Customer Success to lead a team of Digital CSMs serving our largest customers. You will shape scalable customer success programs, own key metrics, and partner with multiple CS and GTM teams to drive retention and expansion in a fast-growing environment.

The role requires a people-first leader with strong analytics, startup-mentality, and passion for growth. You will engage senior customers, manage escalations, and ensure outcomes align with business

Qualifications

• 4+ years in a customer-facing role with at least 2 years in a leadership or team-lead position within customer success, account management, or a similar field.
• Commercial acumen with experience owning the renewal process and retention quota; training in methodologies like MEDDIC is a plus.
• Data-driven with experience using metrics to drive talent, programs, and outcomes.
• Proven ability to build scalable, high-impact customer programs and collateral.

Responsibilities

• Recruit, lead, and develop a high-performing team of CSMs with coaching and feedback.
• Partner with GTM and CS teams to build and operationalize digital CS programs and playbooks.
• Monitor onboarding progress, product adoption, risk signals, and expansion potential to reduce churn and drive growth.
• Organize around key metrics (NDR, expansion) and run forecast and pipeline reviews.
• Serve as senior advocate for strategic customers, manage escalations, and inform internal decisions.

Skills

Leadership

Entrepreneurial Spirit

Growth Mindset

Analytical

Program Builder

Sales oriented

Problem Solver

Team Player

Job description

LaunchDarkly is seeking a Manager of Digital Customer Success to lead a team of Digital CSMs serving our largest customers. You will shape scalable customer success programs, own key metrics, and partner with multiple CS and GTM teams to drive retention and expansion in a fast-growing environment.

The role requires a people-first leader with strong analytics, startup-mentality, and passion for growth. You will engage senior customers, manage escalations, and ensure outcomes align with business