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Salary: USD 145,500 - 235,400 / annual
LaunchDarkly is seeking a Senior Digital Customer Success Manager to join their Americas team. This is a newly formed role reporting directly to the regional CS leader, focused on driving customer success through data-driven, 1:many engagement tactics combined with strategic 1:1 support.
You will serve as the primary post-sales point of contact for a portfolio of customers, leveraging product telemetry and customer journey data to guide new and existing customers through implementation and adoption. Key responsibilities include:
• Customer Onboarding: Use data to identify which customers need additional support and drive them toward 1:many marketing engagements or provide 1:1 guidance to ensure successful activation.
• Risk Identification & Mitigation: Proactively identify risks using data and product signals, developing both scaled and personalized mitigation strategies in coordination with account teams.
• Technical Guidance: Maintain deep LaunchDarkly product knowledge and provide customers with implementation and adoption best practices.
• Prescriptive Selling: Monitor customer progress against key goals, identify expansion opportunities for additional products and features, and maximize customer lifetime value.
• Executive Relationships: Build trust with customer champions and executives, leveraging success metrics to secure sponsorship and advocacy.
• Renewal & Expansion: Own the renewal forecast process, work directly with customers and sales to execute timely renewals, and identify expansion opportunities.
This is a commercially focused CS organization where you will help build a best-in-class Digital Led CS function while executing at a high level. You'll thrive in an ambiguous, startup-like environment with autonomy to manage a large customer portfolio and drive outcomes.
REQUIREMENTS:
• Located in Continental US
• 5+ years in customer-facing roles (scaled/1:many onboarding, account management, customer/partner success, or support) with proven track record of exceeding targets
• Proven success in 1:many/tech-touch/tech-led Customer Success organizations
• Highly data-driven with experience using product telemetry and growth/risk signals to target customers effectively
• Experience owning renewal processes and being held accountable to retention quotas
• Strong discovery and qualification skills; training in Command of the Message, MEDDIC, or similar sales methodology preferred
• Strong project management skills with ability to hold customers and cross-functional teams accountable to timelines
• Experience with technical products, ideally interacting with developers or technical personas; DevOps experience preferred
• Exceptional time management and organizational skills
• Foundational technical knowledge in the DevOps/feature management space
• Proven ability to advocate for both customers and company, mediating between requests and company vision
