Senior Customer Success Manager, Digital Led

LaunchDarkly

2h•$116,000 - $187,000

About The Position

The Digital Led Customer Success Manager reports directly to 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 existing customers through implementation and adoption with a heavy focus on 1:many outreach tactics and leveraging data to engage with the right customers at the right time. This is a relatively new team at LaunchDarkly, and the best candidate for this role will have a passion for customer success, experience leveraging data to manage a large customer portfolio, and an interest in helping to build a best-in-class Digital Led CS organization while executing at a high level.

Requirements

Located in the Continental US
5+ years in a customer-facing role, ideally in scaled/1:many/tech touch onboarding/implementation, account management, customer/partner success, or customer support, with a track record of exceeding targets.
Proven success in a 1:many/tech touch/tech-led Customer Success organization.
Highly data-driven with experience using product telemetry and growth/risk signals to target the right customers at the right time.
Experience owning the renewal process and being held accountable to a retention quota. This is a commercially oriented Digital Led 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 with experience holding customers and cross-functional teams accountable to a timeline.
Experience working with a technical product, ideally interacting with developers or other technical personas as your primary customer. Experience within the DevOps space is preferred.
Exceptional time management and organizational skills.
An existing level of technical knowledge and know-how. We will teach you all about LaunchDarkly, but you should already have foundational knowledge in the space!
Proven ability to advocate for both customers and the company, mediating between customer requests and the company's vision.

Responsibilities

Customer Onboarding: Leverage customer journey data to understand which customers need additional support through onboarding. Drive them to 1:many marketing engagements or work with them 1:1 to ensure all customers in your portfolio are onboarded and activated correctly.
Risk Identification and Mitigation: Use data and product signals to proactively identify risks. Develop both 1:many and 1:1 risk mitigation strategies and coordinate across the account team to steer customers towards success.
Technical Guidance: Maintain a deep level of LaunchDarkly product knowledge and provide customers with direction on implementation and adoption best practices.
Prescriptive Selling: Monitor how customers are tracking against their key goals and outcomes. Identify opportunities for customers to purchase additional products, services, and adopt new features to maximize the value of our solution.
Trusted Advisor: Build trust quickly and provide prescriptive guidance to help customers get the most out of their LaunchDarkly purchase.
Build Champions & Executive Relationships: Identify and support key advocates within customer organizations who actively promote the value of LaunchDarkly. Leverage success metrics and value-driven insights to gain executive sponsorship in partnership with your Champion.
Renewal and Expansion Focus: Own and forecast the renewal process on a weekly basis. Work directly with customers, sales, and deal desk to execute renewal agreements on time and identify expansion opportunities within accounts.