[Hiring] Senior Digital Customer Success Manager @LaunchDarkly

Role Description

The Digital Led Customer Success Manager reports directly to 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 existing customers through implementation and adoption with a heavy focus on 1:many outreach tactics and leveraging data to engage with the right customers at the right time. This is a relatively new team at LaunchDarkly, and the best candidate for this role will have a passion for customer success, experience leveraging data to manage a large customer portfolio, and an interest in helping to build a best-in-class Digital Led CS organization while executing at a high level.

Responsibilities

• Customer Onboarding:
  • Leverage customer journey data to understand which customers need additional support through onboarding.
  • Drive them to 1:many marketing engagements or work with them 1:1 to ensure all customers in your portfolio are onboarded and activated correctly.
• Risk Identification and Mitigation:
  • Use data and product signals to proactively identify risks.
  • Develop both 1:many and 1:1 risk mitigation strategies and coordinate across the account team to steer customers towards success.
• Technical Guidance:
  • Maintain a deep level of LaunchDarkly product knowledge and provide customers with direction on implementation and adoption best practices.
• Prescriptive Selling:
  • Monitor how customers are tracking against their key goals and outcomes.
  • Identify opportunities for customers to purchase additional products, services, and adopt new features to maximize the value of our solution.
• Trusted Advisor:
  • Build trust quickly and provide prescriptive guidance to help customers get the most out of their LaunchDarkly purchase.
• Build Champions & Executive Relationships:
  • Identify and support key advocates within customer organizations who actively promote the value of LaunchDarkly.
  • Leverage success metrics and value-driven insights to gain executive sponsorship in partnership with your Champion.
• Renewal and Expansion Focus:
  • Own and forecast the renewal process on a weekly basis.
  • Work directly with customers, sales, and deal desk to execute renewal agreements on time and identify expansion opportunities within accounts.

Qualifications

• Located in the Continental US
• 5+ years in a customer-facing role, ideally in scaled/1:many/tech touch onboarding/implementation, account management, customer/partner success, or customer support, with a track record of exceeding targets.
• Proven success in a 1:many/tech touch/tech-led Customer Success organization.
• Highly data-driven with experience using product telemetry and growth/risk signals to target the right customers at the right time.
• 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 with a technical product, ideally interacting with developers or other technical personas as your primary customer.
• Exceptional time management and organizational skills.
• An existing level of technical knowledge and know-how.
• Proven ability to advocate for both customers and the company, mediating between customer requests and the company's vision.

Requirements

• Entrepreneurial and Self-Motivated: Driven and proactive, taking ownership of your role and responsibilities.
• Passion for Learning and Growth: Enthusiastic about continuous learning and personal development.
• Highly Data Driven: Enjoy identifying trends in data and leveraging it for informed decision-making.
• Intellectually Curious: Hunger for knowledge and naturally a question-asker.
• Excellent Communication: Outstanding written and spoken communication skills.
• Organized & Autonomous: Capable of efficiently managing workload and prioritizing a large customer portfolio.
• Strong Sales Acumen: High level of sales acumen and strong negotiation skills.
• Natural Problem Solver: Strong critical thinking skills and enjoy solving complex customer problems.
• Team Player: Collaborate well with others and keep others informed proactively.

Benefits

• Restricted Stock Units (RSUs)
• Health, vision, and dental insurance
• Mental health benefits in addition to salary

Pay

• Zone 1: San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle - $171,200 - $235,400
• Zone 2: Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago - $154,100 - $211,860
• Zone 3: All other US locations - $145,500 - $200,090