Strategic Customer Success Manager

LaunchDarkly

11h

About The Position

The Customer Success Manager at LaunchDarkly serves as the primary post-sales contact for customers, guiding them through implementation and adoption to achieve their desired use-cases and realize value. This role requires a passion for customer success, an interest in software development and DevOps, and strong sales acumen. LaunchDarkly is committed to customer obsession and significant year-over-year growth. LaunchDarkly's platform aims to revolutionize modern software delivery by enabling developers to innovate faster, prevent costly outages, and deliver targeted, personalized customer experiences. The platform helps improve software release velocity and stability, personalize features for customer cohorts, maximize business impact through experimentation, coordinate software releases across platforms, and enhance engineering team productivity by providing insights into cadence and stability. The company fosters a humble, open, collaborative, respectful, and kind team environment and is an equal opportunity employer valuing diversity.

Requirements

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.
Strong discovery and qualification skills.
Strong project management skills, with 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 with both proactive and reactive customer success motions.
Existing level of technical knowledge and know-how.
Proven ability to advocate for both your customers and your company, mediating between customer requests and company vision.

Nice To Haves

Training in Command of the Message, MEDDIC or another sales methodology is preferred.
Experience within the DevOps space preferred.

Responsibilities

Shepherd new customers from sales handoff through successful product activation, including building success plans, project management during onboarding, leveraging enablement paths, and assessing ongoing adoption.
Proactively identify and diagnose risks inhibiting adoption or causing churn/contraction, build risk mitigation strategies, and coordinate with the account team to ensure customer success.
Maintain deep LaunchDarkly product knowledge and provide customers with direction on implementation and adoption best practices.
Monitor customer progress against goals, identifying opportunities for additional product/service purchases and new feature adoption to maximize solution value.
Act as a trusted advisor, understanding customers' needs and providing prescriptive guidance to optimize their LaunchDarkly purchase.
Identify and support key advocates within customer organizations to promote LaunchDarkly's value, leveraging success metrics and value-driven insights to gain executive sponsorship.
Own renewal numbers and weekly forecasting, working with customers, sales, and deal desk to execute timely renewal agreements and identify expansion opportunities.