Strategic CSM & Growth Architect

LaunchDarkly Group; Oakland (CA); On-site; USD 145,000 - 200,000; Full time

Job summary

LaunchDarkly is seeking a Customer Success Manager to drive onboarding and adoption for new and expanding customers in a post-sales capacity. The role focuses on guiding customers toward value, mitigating adoption risks, and expanding relationships across accounts.

You will maintain deep product knowledge, work with developers and product teams, and act as a trusted advisor to achieve customer outcomes and renewals.

Qualifications

• 5+ years in a customer-facing role, ideally in account management, customer/partner success or onboarding/implementation.
• Experience owning the renewal process with retention quota.
• Strong discovery and qualification skills; training in sales methodologies is preferred.
• Strong project management skills; ability to coordinate across cross-functional teams.
• Experience with working on a technical product, ideally interacting with developers or technical personas in DevOps space.

Responsibilities

• Customer Onboarding: shepherd new customers from sales handoff through activation in the product, build success plans and manage onboarding.
• Risk Identification and Mitigation: identify, diagnose and mitigate adoption risks to prevent churn.
• Technical Guidance: provide direction on implementation and adoption best practices.
• Prescriptively Sell: monitor customer progress and identify expansion opportunities.
• Trusted Advisor: act as an extension of the customer team and provide prescriptive guidance.
• Build Champions & Executive Relationships: identify advocates and gain sponsorship at executive levels.
• Renewal and Expansion focused: own a number and forecast weekly; collaborate on renewals and expansions.

Skills

Customer facing

Account management

Onboarding/implementation

Sales knowledge

Job description

LaunchDarkly is seeking a Customer Success Manager to drive onboarding and adoption for new and expanding customers in a post-sales capacity. The role focuses on guiding customers toward value, mitigating adoption risks, and expanding relationships across accounts.

You will maintain deep product knowledge, work with developers and product teams, and act as a trusted advisor to achieve customer outcomes and renewals.