Strategic Customer Success Manager

Bazeta; United States; Remote; USD 146,000 - 200,000; Full time

Benefits offered by this job

RSUs

Health, vision & dental

Job summary

LaunchDarkly is seeking a Strategic Customer Success Manager in the United States. You will be the post-sales point of contact, guiding new and expanding customers toward successful implementation and value realization.

A strong mix of customer success and sales acumen is essential for driving growth and retention. You will own onboarding, risk mitigation, and executive relationship building, while partnering with sales and deal desk to renew and expand accounts across a national footprint.

Qualifications

• Experience in customer-facing roles with a track record of targeted outcomes.
• Ability to manage renewals and identify expansion opportunities.
• Strong discovery and qualification skills, familiar with MEDDIC or similar.

Responsibilities

• Onboard new customers and guide adoption of LaunchDarkly.
• Identify risk factors and coordinate mitigation with account teams.
• Provide technical guidance on implementation and best practices.
• Prescriptively upsell products and services to maximize value.
• Build executive relationships and advocate for customers and company.

Skills

Account management

Customer success

Project management

Sales methodology

Renewal management

Technical knowledge

Job description

# Strategic Customer Success ManagerUnited States7 hours agoID 3291994Price on request## DetailsEmployment type: Full-timeRemote: YesCompany: LaunchDarkly## DescriptionAbout the job The 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 will 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 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. Source: Jobspresso (https://jobspresso.co/job/strategic-customer-success-manager/)This listing comes from a partner feed. Apply on the source website.