Senior Customer Success Manager

🕒 October 19

🇺🇸 United States – Remote

💵 $145.5k - $200.1k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B 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 post-sales customer point of contact • Guide new and expanding customers through implementation, adoption, use-case achievement, and value realization • Shepherd new customers from sales handoff through product activation • Build success plans and manage onboarding projects • Help customers use appropriate enablement paths and assess adoption continuously • Identify and diagnose adoption risks that may cause churn or contraction • Build risk-mitigation strategies and coordinate with account teams • Provide implementation and adoption best-practice guidance • Monitor customer goals and outcomes to identify opportunities for additional products, services, and features • Act as a trusted advisor and extension of the customer’s team • Build customer champions and executive relationships using success metrics and value-driven insights • Own renewal execution, weekly forecasting, retention targets, and expansion opportunities in collaboration with customers, sales, and deal desk

🎯 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 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 the primary customer • 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, prioritize workload, collaborate with teams, and solve complex customer problems

🏖️ Benefits

• Restricted Stock Units (RSUs) • Health insurance • Vision insurance • Dental insurance • Mental health benefits

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