Customer Success Manager

🕒 October 15

🇺🇸 United States – Remote

💵 $145.5k - $200.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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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

• Serve as LaunchDarkly's direct post-sales customer point of contact • Guide new and expanding customers through implementation, adoption, and value realization • Shepherd new customers from sales handoff through successful product activation • Build success plans and manage onboarding projects • Help customers select appropriate enablement paths and assess adoption continuously • Identify and diagnose adoption risks that may cause churn or contraction • Build risk mitigation strategies and coordinate across account teams • Maintain deep LaunchDarkly product knowledge and provide implementation and adoption guidance • Identify opportunities for additional products, services, and new feature adoption • 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 forecasting weekly and execute renewal agreements with customers, sales, and deal desk • Identify expansion opportunities within assigned accounts

🎯 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 to a retention quota • Strong discovery and qualification skills • 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 preferred • Experience with proactive and reactive customer success motions • Existing technical knowledge and know-how • Proven ability to advocate for customers and the company • Training in Command of the Message, MEDDIC, or another sales methodology preferred

🏖️ Benefits

• Restricted Stock Units (RSUs) • Health insurance • Vision insurance • Dental insurance • Mental health benefits • Equal opportunity and diversity commitment • Disability accommodations

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