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Salary: USD 145,500 - 235,400 / annual
LaunchDarkly is seeking a Strategic 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 a regional CS leader and combines deep product expertise with strong commercial acumen.
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; develop and coordinate risk mitigation strategies across the account team
- 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
- Act as a trusted advisor and extension of the customer's team, providing prescriptive guidance
- Build and nurture internal champions within customer organizations; leverage success metrics to gain executive-level sponsorship
- Own the renewal process, forecast weekly, and work with customers, sales, and deal desk to execute renewals on time and identify expansion opportunities
The ideal candidate is passionate about customer success with a keen interest in software development and DevOps, balanced with strong sales acumen. LaunchDarkly's GTM organization is customer-obsessed and focused on year-over-year growth.
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 interacting with developers or technical personas; DevOps space experience preferred
- Proven ability in both proactive and reactive customer success motions
- Existing level of technical knowledge and know-how (company will teach LaunchDarkly specifics)
- Ability to advocate for both customers and company; skilled at being the voice of the customer while mediating between customer requests and company vision
