[Hiring] Senior Customer Success Manager @LaunchDarkly

Role Description

The Customer Success Manager reports directly into the regional CS leader and represents LaunchDarkly as the direct point-of-contact with our customers post-sales. They are LaunchDarkly subject-matter experts guiding our new and expanding customers towards implementation and adoption and helping them achieve their desired use-cases and realize value. The best candidate for this role will be passionate about customer success with a keen interest in software development and DevOps, balanced with a strong sales acumen. In LaunchDarkly GTM, we are all customer-obsessed and striving for massive year over year growth.

Responsibilities:

• Customer Onboarding: Shepherd in new customers from the sales handoff through successful activation in the product, including building out success plans, project management through onboarding, and assessing customer’s adoption on an ongoing basis.
• Risk Identification and Mitigation: Proactively identify and diagnose risk inhibiting adoption or that may cause churn and contraction; own building a risk mitigation strategy.
• Technical Guidance: Maintain a deep level of LaunchDarkly product knowledge and provide customers with direction on implementation and adoption best practices.
• Prescriptively Sell: Maintain a pulse on how customers are tracking against their key goals and outcomes, identifying opportunities for additional purchases and feature adoption.
• Trusted Advisor: Understand customers deeply and provide prescriptive guidance to help them maximize their LaunchDarkly purchase.
• Build Champions & Executive Relationships: Identify & support key advocates within customer organizations and leverage success metrics to gain sponsorship at an Executive level.
• Renewal and Expansion focused: Own a number and forecast on a weekly basis; work directly with customers, sales, and deal desk to execute renewal agreements and identify expansion opportunities.

Qualifications

• 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 with 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; experience within the DevOps space preferred.
• Experience with both proactive and reactive customer success motions.
• Existing level of technical knowledge and know-how.
• Proven ability to advocate for both customers and the company.

Requirements

• Entrepreneurial and Self-Motivated: Driven and proactive, taking ownership of roles and responsibilities.
• Passion for Learning and Growth: Enthusiastic about continuous learning and personal development.
• Intellectual Curiosity: Hunger for knowledge and naturally a question-asker.
• Excellent Communication: Outstanding written and spoken communication skills.
• Organized & Autonomous: Efficiently managing workload with a process for time management.
• Highly Adaptable: Excelling in a fast-paced and dynamic organizational setting.
• Strong Sales Acumen: High level of sales acumen and strong negotiation skills.
• Natural Problem Solver: Strong critical thinking skills and enjoyment in solving complex customer problems.
• Team Player: Collaborates well with others and keeps others informed proactively.

Benefits

• Opportunity to work in a fast-paced, innovative environment.
• Continuous learning and personal development opportunities.
• Collaborative and respectful team culture.

Company Description

Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong.

• Improving the velocity and stability of software releases.
• Delivering targeted experiences by easily personalizing features to customer cohorts.
• Maximizing the business impact of every feature through experimentation and optimization.
• Coordinating the release and optimization of software across mobile platforms and device types.
• Improving the effectiveness and productivity of engineering teams.