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Salary: USD 103,600 - 167,530 / annual
LaunchDarkly is seeking a Manager of Digital Customer Success to lead a team of Digital Customer Success Managers (CSMs) serving the company's largest customer segment. You will report to the Director of Customer Success, Americas, and own both team leadership and commercial outcomes in a fast-paced, high-growth environment.
Key Responsibilities:
Team Leadership & Development: Recruit, lead, and develop a high-performing team of CSMs. Provide ongoing coaching, support, and feedback to help team members grow their skills, deliver strong customer outcomes, and consistently meet or exceed expectations.
Scaled Strategy & Execution: Partner with the GTM ecosystem and other CS teams to build and operationalize Customer Success programs and playbooks tailored to the Digital customer segment, ensuring alignment with global CS frameworks.
Proactive Customer Insight: Enable your team to understand and act early on leading indicators such as onboarding progress, product adoption, risk signals, and expansion potential to reduce churn and drive growth.
Operational Execution: Bring operational rigor by organizing around key performance metrics including Net Dollar Retention (NDR) and expansion. Run regular forecast and pipeline reviews to ensure delivery against both short- and long-term goals.
Customer Engagement: Serve as the senior advocate for strategic and high-impact customers. Oversee critical engagements and escalations, and ensure customer needs and insights inform internal decisions. LaunchDarkly operates as a startup, and everyone stays close to customers.
About LaunchDarkly:
LaunchDarkly provides a feature management platform that helps developers innovate faster while protecting against outages. The platform enables teams to improve software release velocity and stability, deliver targeted experiences to customer segments, maximize feature impact through experimentation, coordinate releases across platforms, and improve engineering team effectiveness.
Required Qualifications:
- Minimum 4 years in a customer-facing role, with at least 2 years in a leadership or team lead position within customer success, account management, or similar field
- Experience owning the renewal process and being accountable for a retention quota
- Strong discovery, qualification, and sales skills; training in Command of the Message, MEDDIC, or similar methodologies preferred
- Experience leveraging data to make decisions about talent, team effectiveness, and customer programs
- Background in building scalable programs to positively impact broad cohorts of customers
- Comfortable leveraging AI to scale proven processes and tools while ensuring customers receive accurate, actionable insights
- Experience working with technical products, preferably within DevOps, and interacting with developers or technical personas
- Strong project management skills with experience holding customers and cross-functional teams accountable to timelines
Desired Traits:
Demonstrated ability to lead and develop high-performing teams. Entrepreneurial spirit and comfort operating in ambiguous, startup environments. Passion for continuous learning and personal development. Analytical mindset with ability to identify trends in data. Program-building expertise and sales orientation with commercial responsibility. Strong critical thinking and problem-solving skills. Excellent collaboration and stakeholder management.
