Senior Enterprise Customer Success Manager

Summary

Join LaunchDarkly as a Customer Success Manager and be the primary point of contact for customers post-sales. Guide new and expanding customers through implementation and adoption, ensuring they achieve their desired outcomes. Proactively identify and mitigate risks, provide technical guidance, and act as a trusted advisor. Build strong customer relationships, identify key advocates, and leverage success metrics to gain executive-level sponsorship. Focus on renewals and expansion opportunities, working collaboratively with sales and deal desk teams. This role requires a passion for customer success, strong sales acumen, and a deep understanding of software development and DevOps.

Requirements

• 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. This is a commercially oriented Customer Success team
• Strong project management skills. You should have experience holding customers and cross-functional teams accountable to a timeline
• Experience with both proactive and reactive customer success motions
• We will teach you all about LaunchDarkly, but you should have an existing level of technical knowledge and know-how
• Proven ability to advocate for both your customers and your company. You know how to be the voice of the customer in the company while mediating between the customer's requests and the company's vision

Responsibilities

• Customer Onboarding : You will shepherd in new customers from the sales handoff through successful activation in the product. This includes 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 and assessing customer’s adoption on an ongoing basis
• Risk Identification and Mitigation : You’ll work to proactively identify and diagnose risk inhibiting adoption or that may cause churn and contraction. You’ll own building a risk mitigation strategy and coordinating across the account team to effectively steer the customer to success
• Technical Guidance: You’ll maintain a deep level of LaunchDarkly product knowledge and be expected to provide customers with direction on implementation and adoption best practices
• Prescriptively Sell: You maintain a pulse on how our 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 : You understand your customers like no other and have built enough trust to act as an extension of their team. You provide prescriptive guidance to customers to help them get the most out of their LaunchDarkly purchase
• Build Champions & Executive Relationships: You are an expert champion builder. You consistently work to identify & support key advocates within your customers’ organization who actively promote the value of LaunchDarkly. In partnership with your Champion, you’re able to leverage success metrics & value driven insights to gain sponsorship at an Executive level
• Renewal and Expansion focused: You are comfortable owning a number and forecasting on a weekly basis. You will work directly with customers, sales and deal desk to execute renewal agreements on time and to identify expansion opportunities within your accounts

Preferred Qualifications

• Strong discovery and qualification skills; training in Command of the Message, MEDDIC or another sales methodology is preferred
• Experience working on a technical product, ideally interacting with developers or other technical personas as your primary customer. Experience within the DevOps space preferred

Benefits

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