[Hiring] Manager, Digital Customer Success @LaunchDarkly

Role Description

The Manager of Digital Customer Success will report to the Director of Customer Success, Americas, and lead a team of Digital CSMs who serve as the primary post-sale point of contact for LaunchDarkly’s largest subset of customers. The ideal candidate is a people-first leader who is passionate about delivering an exceptional customer experience, brings an innovative approach to Customer Success, and thrives in a fast-paced, high-growth environment. This role is a unique opportunity to shape and lead a team in a growing market at LaunchDarkly, driving both customer success and organizational growth.

Responsibilities:

• Team Leadership and Development:
  • Recruit, lead, and develop a high-performing team of CSMs.
  • Provide ongoing coaching, support, and feedback to help the team grow their skills, deliver strong customer outcomes, and consistently meet or exceed expectations.
• Scaled Strategy and Execution:
  • Partner closely with the GTM ecosystem and other CS teams to build and operationalize Customer Success programs and playbooks tailored to the Digital customer segment, ensuring alignment with our global CS frameworks.
• Proactive Customer Insight:
  • Enable the team to understand and act early on leading indicators such as onboarding progress, product adoption, risk signals, and expansion potential, in order to reduce churn and drive growth.
• Operational Execution:
  • Bring operational rigor to the team by organizing around key performance metrics, including NDR and expansion, and running regular forecast and pipeline reviews to ensure we deliver against both short- and long-term goals.
• Customer Engagement:
  • Serve as the senior advocate for strategic and high-impact customers.
  • Oversee critical engagements and escalations, and ensure customer needs and insights inform internal decisions.

Qualifications

• Minimum of 4 years in a customer-facing role, with 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 our customers are provided 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, with experience holding customers and cross-functional teams accountable to timelines.

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.
• Enjoys identifying trends in data and making informed decisions about team and customer outcomes.
• Passionate about building high-impact, customer-focused programs.
• Excited about having commercial responsibility.
• Strong critical thinking skills and enjoys solving complex customer problems.
• Collaborates well with others, knows when to involve other stakeholders, and proactively keeps others informed.

Benefits

• Target pay ranges based on Geographic Zones for Level M2:
• Zone 1: San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle - $121,800 - $167,530
• Zone 2: Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago - $109,700 - $150,810
• Zone 3: All other US locations - $103,600 - $142,450
• Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.