Senior Customer Success Manager

🕒 September 24

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

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LaunchDarkly

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $200M Series D on 2021-08

Consulting • Healthcare • Logistics

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

• Report directly to the regional Customer Success leader • Serve as LaunchDarkly’s direct post-sales point of contact for customers • Guide new and expanding customers through implementation, adoption, and realization of value • Shepherd new customers from sales handoff through product activation • Build success plans, manage onboarding projects, recommend enablement paths, and assess adoption • Identify and diagnose risks that may inhibit adoption or cause churn and contraction • Build risk mitigation strategies and coordinate across account teams • Provide technical guidance on LaunchDarkly implementation and adoption best practices • Identify opportunities for customers to purchase additional products and services and adopt new features • Act as a trusted advisor and provide prescriptive guidance • Build customer champions and executive relationships using success metrics and value-driven insights • Own renewals, weekly forecasting, renewal agreements, retention, and expansion opportunities • Collaborate with customers, sales, deal desk, cross-functional teams, specialists, and leaders

🎯 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 accountability for 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 and 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 primary customers • Experience within the DevOps space is preferred • Experience with both proactive and reactive customer success motions • Existing technical knowledge and know-how • Proven ability to advocate for customers and the company • Strong sales acumen and negotiation skills • Excellent written and spoken communication skills • Ability to work autonomously, manage workload, prioritize work, and adapt in a fast-paced environment

🏖️ Benefits

• Equal opportunity employer valuing diversity • Disability accommodation support through an accommodations request form

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