Customer Success Manager - Digital Led

Summary

Join LaunchDarkly as a Digital Led Customer Success Manager and be the primary point of contact for customers post-sales. Leverage data to guide customers through implementation and adoption, focusing on 1:many outreach. This role requires expertise in LaunchDarkly products, proactive risk mitigation, and prescriptive selling to maximize customer value. You will build strong customer relationships, identify key advocates, and manage the renewal process. The ideal candidate is highly data-driven, possesses strong communication and sales acumen, and thrives in a fast-paced, ambiguous environment. This is a new team, so you'll contribute to building a best-in-class organization.

Requirements

• Be located in Central or Eastern Time Zone for territory coverage
• Have 3+ 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
• Demonstrate proven success in a 1:many/tech touch/tech-led Customer Success organization
• Be highly data-driven with experience using product telemetry and growth/risk signals to target the right customers at the right time
• Have experience owning the renewal process and being held accountable to a retention quota
• Possess strong discovery and qualification skills
• Have strong project management skills with experience holding customers and cross-functional teams accountable to a timeline
• Have experience working with a technical product, ideally interacting with developers or other technical personas as your primary customer
• Possess exceptional time management and organizational skills
• Have an existing level of technical knowledge and know-how
• Demonstrate a proven ability to advocate for both customers and the company, mediating between customer requests and the company's vision

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

Preferred Qualifications

• Have training in Command of the Message, MEDDIC, or another sales methodology
• Have experience within the DevOps space

Benefits

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