Manager, Digital Customer Success

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $103.6k - $142.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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 to the Director of Customer Success, Americas • Lead a team of Digital Customer Success Managers serving LaunchDarkly’s largest subset of customers • Recruit, lead, and develop a high-performing team of CSMs • Provide ongoing coaching, support, and feedback • Partner with the GTM ecosystem and other Customer Success teams to build and operationalize Customer Success programs and playbooks for the Digital customer segment • Align programs with global Customer Success frameworks • Enable the team to act on onboarding progress, product adoption, risk signals, and expansion potential • Reduce churn and drive customer growth • Organize team operations around NDR and expansion metrics • Run regular forecast and pipeline reviews • Serve as senior advocate for strategic and high-impact customers • Oversee critical customer engagements and escalations • Ensure customer needs and insights inform internal decisions

🎯 Requirements

• Demonstrated ability to lead and develop high-performing teams • Driven, proactive, and comfortable operating in a highly ambiguous, startup environment • Enthusiastic about continuous learning and personal development • Actively seeks and provides feedback • Enjoys identifying trends in data and making informed decisions about team and customer outcomes • Passionate about building high-impact, customer-focused programs • Able to build and execute a project plan, holding stakeholders accountable to a timeline • Experience owning a number and willingness to continue doing so • Excited about commercial responsibility • Strong critical thinking skills • Collaborates well with others and proactively keeps others informed • Minimum of 4 years in a customer-facing role • At least 2 years in a leadership or team lead position within customer success, account management, or a similar field • Experience owning the renewal process and being accountable for a retention quota • Strong discovery, qualification, and sales skills • Training in Command of the Message, MEDDIC, or similar methodologies is preferred • Experience leveraging data to make decisions about talent, team effectiveness, customer programs, etc. • Background in building scalable programs to positively impact broad cohorts of customers, leveraging signals and fine-tuned collateral • Comfortable leveraging AI to scale the impact of proven processes and tools while ensuring customers receive accurate and actionable insights • Experience working with technical products, preferably within the DevOps space, and interacting with developers or technical personas • Strong project management skills • Experience holding customers and cross-functional teams accountable to timelines

🏖️ Benefits

• Restricted Stock Units (RSUs) • Health insurance • Vision insurance • Dental insurance • Mental health benefits • Equal opportunity workplace • Disability accommodations available