[Hiring] Strategic 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 new customers from the sales handoff through successful activation in the product, including:
  • Building out success plans to get customers up to speed in the platform
  • Project management through onboarding
  • Helping customers leverage the most appropriate enablement paths
  • 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 and coordinate across the account team to effectively steer the customer to success.
• 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 customers to purchase additional products, services, and adopt new features needed for them to maximize the value of our solution.
• Trusted Advisor: Understand customers deeply and build enough trust to act as an extension of their team, providing prescriptive guidance to help them get the most out of their LaunchDarkly purchase.
• Build Champions & Executive Relationships: Identify and support key advocates within customers’ organizations who actively promote the value of LaunchDarkly, leveraging success metrics and value-driven insights to gain sponsorship at an Executive level.
• Renewal and Expansion focused: Own a number and forecast on a weekly basis, working directly with customers, sales, and deal desk to execute renewal agreements on time and identify expansion opportunities within accounts.

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 as primary customers; experience within the DevOps space preferred.
• Experience with both proactive and reactive customer success motions.
• Existing level of technical knowledge and know-how; we will teach you all about LaunchDarkly.
• Proven ability to advocate for both customers and the company, mediating between customer requests and the company's vision.

Requirements

• Target pay ranges based on Geographic Zones for Level 4:
• Zone 1: San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle - $xx - $xx
• Zone 2: Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago - $xx - $xx
• Zone 3: All other US locations - $xx - $xx
• Exact compensation may vary based on skills, experience, and location.
• Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.

Company Description

Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. 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, without the fear of end customer outages.
• Delivering targeted experiences by easily personalizing features to customer cohorts.
• Maximizing the business impact of every feature through the ability to experiment and optimize.
• Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types.
• Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability.

At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful, and kind. We are an equal opportunity employer and value diversity at our company.