Senior Customer Success Manager

🕒 April 23

🏄 California – Remote

🏄 California – Remote

💵 $145k - $235k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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LaunchDarkly

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

☁️ SaaS

🏢 Enterprise

💰 $200M Series D on 2021-08

SaaS • Enterprise

LaunchDarkly is a software company offering a platform for feature management and experimentation. Its solutions allow developers to control software releases through feature flags, enabling safeguarded and progressive rollouts. The platform integrates with various developer tools and supports multiple programming languages to streamline deployment and improve the developer experience. LaunchDarkly's solutions cater to industries including financial services, healthcare, high tech, retail, and government, among others, providing a robust infrastructure that aids in delivering customized and targeted user experiences.

📋 Description

• Customer Onboarding: You will shepherd in new customers from the sales handoff through successful activation in the product. • Risk Identification and Mitigation: You’ll work to proactively identify and diagnose risk inhibiting adoption or that may cause churn and contraction. • 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 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. • Trusted Advisor: You understand your customers like no other and have built enough trust to act as an extension of their team. • Build Champions & Executive Relationships: You are an expert champion builder. • Renewal and Expansion focused: You are comfortable owning a number and forecasting on a weekly basis.

🎯 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; 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. • Proven ability to advocate for both your customers and your company.

🏖️ Benefits

• Restricted Stock Units (RSUs) • Health, vision, and dental insurance • Mental health benefits