Senior Customer Success Manager

Summary

Join LaunchDarkly as a Customer Success Manager and be the primary point of contact for customers post-sales. You will guide customers through implementation and adoption, ensuring they achieve their desired outcomes. This role requires a passion for customer success, strong sales acumen, and a keen interest in software development and DevOps. You will be responsible for customer onboarding, risk mitigation, technical guidance, and prescriptive selling. Success in this role involves building strong customer relationships, identifying expansion opportunities, and contributing to the company's year-over-year growth.

Requirements

• 5+ years in a customer-facing role (account management, customer/partner success, 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
• Strong project management skills; 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 with both proactive and reactive customer success motions
• Existing level of technical knowledge and know-how
• Proven ability to advocate for both your customers and your company

Responsibilities

• Shepherd new customers from sales handoff through successful product activation
• Build success plans to get customers up to speed in the platform
• Manage projects through onboarding
• Help customers leverage the most appropriate enablement paths
• Assess customer adoption on an ongoing basis
• Proactively identify and diagnose risks inhibiting adoption or causing churn and contraction
• Build a risk mitigation strategy
• Coordinate across the account team to steer the customer to success
• Maintain a deep level of LaunchDarkly product knowledge
• Provide customers with direction on implementation and adoption best practices
• Maintain a pulse on how customers are tracking against key goals and outcomes
• Identify opportunities for customers to purchase additional products, services, and adopt new features
• Understand your customers and build trust to act as an extension of their team
• Provide prescriptive guidance to customers
• Identify and support key advocates within customers’ organizations
• Leverage success metrics & value driven insights to gain executive-level sponsorship
• Own a number and forecast on a weekly basis
• Work with customers, sales, and deal desk to execute renewal agreements on time
• Identify expansion opportunities within accounts

Preferred Qualifications

• Training in Command of the Message, MEDDIC, or another sales methodology
• Experience within the DevOps space