Strategic Customer Success Manager

LaunchDarkly Group; United States; Remote; USD 146,000 - 235,000; Full time

Job summary

LaunchDarkly is seeking a Customer Success Manager to guide new and expanding customers post-sale. You will drive implementation and adoption, ensuring customers achieve their desired use-cases and value from LaunchDarkly’s platform.

The role blends customer success with sales acumen in a growth-focused GTM team. You will own onboarding, risk mitigation, and prescriptive guidance, while building champions and executive sponsorship to support renewals and expansion opportunities across

Qualifications

• 5+ years in a customer-facing role with target attainment.
• Experience owning renewals and retention quotas.
• Strong discovery and qualification skills; MEDDIC or similar training preferred.
• Solid project management with cross-functional accountability.
• Technical product experience, preferably with developers or DevOps relevance.
• Ability to advocate for customers while aligning with company goals.

Responsibilities

• Onboard new customers from sales handoff to activation in the platform.
• Identify and mitigate adoption risks to reduce churn.
• Provide technical guidance for implementation and best practices.
• Prescriptively sell additional products and features.
• Act as trusted advisor and build executive relationships.
• Develop champions within customer orgs to sponsor renewals and expansions.
• Forecast with sales and deal desk to secure timely renewals.

Skills

Customer success

Onboarding

Renewal management

MEDDIC / sales methodology

Project management

DevOps familiarity

Executive relationship building

Prescriptive selling

Voice of the customer

Job description

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.

About LaunchDarkly:

Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations.

The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:

• 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 Affinctive Action Plan. To do so, contact People Ops at [e-mail] .