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LaunchDarkly is seeking a Senior Customer Success Manager for the EMEA region to serve as the direct point of contact for customers post-sales. You will guide new and expanding customers through implementation and adoption, helping them achieve their desired use cases and realize value from the LaunchDarkly platform—a feature management and DevOps solution that helps developers innovate faster while maintaining safety and stability.
Key Responsibilities:
- Lead customer onboarding from sales handoff through successful product activation, including building success plans, managing timelines, and assessing ongoing adoption.
- Proactively identify and mitigate risks that could inhibit adoption or cause churn, coordinating across the account team to steer customers toward success.
- Provide technical guidance on LaunchDarkly implementation and adoption best practices, maintaining deep product knowledge.
- Identify expansion opportunities by understanding customer goals and recommending additional products, services, and features to maximize value.
- Build and nurture champion relationships within customer organizations and develop executive-level sponsorship using success metrics and value-driven insights.
- Own the renewal process, forecast weekly, and work with customers, sales, and deal desk to execute renewals on time and identify expansion opportunities.
- Act as a trusted advisor, providing prescriptive guidance and serving as an extension of the customer's team.
You will thrive in a fast-paced, startup environment, operating with high urgency and entrepreneurial ownership. This is a commercially focused CS organization where you will own a number and be held accountable to retention and expansion targets.
Requirements:
- 5+ years in a customer-facing role (account management, customer/partner success, onboarding/implementation) with a track record of exceeding targets.
- Proven 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 similar sales methodology preferred.
- Strong project management skills with experience holding customers and cross-functional teams accountable to timelines.
- Experience working on technical products, ideally with developers or technical personas as primary customers; DevOps experience preferred.
- Experience with both proactive and reactive customer success motions.
- Existing technical knowledge and know-how (company will teach LaunchDarkly specifics).
- Proven ability to advocate for both customers and company, balancing customer requests with company vision.
- Excellent written and spoken communication skills.
- Strong sales acumen, negotiation skills, and comfort owning a number.
