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Salary: USD 145,500 - 235,400 / annual
LaunchDarkly is seeking a Senior Customer Success Manager to serve as the direct point-of-contact for customers post-sales, guiding new and expanding customers through implementation, adoption, and value realization. This role reports to the regional CS leader and combines deep product expertise with strong sales acumen in a commercially focused customer success organization.
Key Responsibilities:
- Lead customer onboarding from sales handoff through successful product activation, including building success plans, project management, and ongoing adoption assessment
- Proactively identify and mitigate risks that could inhibit adoption or cause churn and contraction
- Provide technical guidance on LaunchDarkly implementation and adoption best practices
- Identify expansion opportunities and prescriptively sell additional products, services, and features to maximize customer value
- Build and maintain trusted advisor relationships with customers, acting as an extension of their team
- Identify and support key advocates within customer organizations to drive executive sponsorship
- Own renewal and expansion targets, forecasting weekly and executing renewal agreements on time
About LaunchDarkly:
LaunchDarkly is 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 through feature personalization, maximize business impact through experimentation, and coordinate releases across platforms. The company is focused on guiding engineers through modern DevOps practices.
Requirements:
- 5+ years in customer-facing roles (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; 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
