Strategic Customer Success Manager

Job not on LinkedIn

🔥 5 minutes ago

🇺🇸 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 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 directly to the regional Customer Success leader • Serve as LaunchDarkly’s direct 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 successful product activation • Build success plans and manage onboarding projects • Guide customers toward appropriate enablement paths and assess adoption continuously • Proactively 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 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 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 timelines • Experience working on a technical product, ideally interacting with developers or other technical personas • Existing technical knowledge and know-how • Experience with proactive and reactive customer success motions • Proven ability to advocate for customers and the company • Training in Command of the Message, MEDDIC, or another sales methodology is preferred • Experience within the DevOps space is preferred

🏖️ Benefits

• Restricted Stock Units (RSUs) • Health insurance • Vision insurance • Dental insurance • Mental health benefits • Equal opportunity and affirmative action support • Disability accommodation assistance