Senior Customer Success Manager - Digital Led

About the Role

We are seeking a Senior Customer Success Manager - Digital Led to join our team at LaunchDarkly. This role is pivotal in ensuring our customers achieve success with our platform, and you will be the primary point of contact post-sales. As a Senior Customer Success Manager, you will leverage your expertise to guide customers through implementation and adoption processes, focusing on data-driven outreach strategies. This is a unique opportunity to be part of a new team dedicated to building a best-in-class Digital Led Customer Success organization.

What You'll Do

• Oversee customer onboarding by utilizing customer journey data to identify those needing additional support.
• Drive engagement through 1:many marketing initiatives and personalized 1:1 interactions to ensure successful onboarding.
• Proactively identify risks using data and product signals, developing strategies to mitigate these risks effectively.
• Provide technical guidance and best practices for implementing and adopting LaunchDarkly products.
• Monitor customer progress against their goals, identifying opportunities for upselling additional products and services.
• Build strong relationships with customers, acting as a trusted advisor to maximize their investment in LaunchDarkly.
• Manage the renewal process, forecasting weekly and collaborating with sales to execute timely renewal agreements.
• Support key advocates within customer organizations to promote the value of LaunchDarkly and drive executive sponsorship.

Requirements

• 5+ years of experience in a customer-facing role, preferably in a tech-led Customer Success organization.
• Proven track record of leveraging data to manage a large customer portfolio effectively.
• Experience owning the renewal process and achieving retention quotas.
• Strong communication skills, both written and verbal, with the ability to engage effectively with technical personas.
• Exceptional organizational skills and the ability to prioritize a diverse customer portfolio.
• Experience in project management, holding teams accountable to timelines and deliverables.
• A background in DevOps or working with technical products is preferred.
• Strong sales acumen and negotiation skills, with a focus on achieving commercial success.

Nice to Have

• Familiarity with sales methodologies such as Command of the Message or MEDDIC.
• Experience in a startup environment, thriving in ambiguity and rapid change.
• A passion for continuous learning and personal development.

What We Offer

• Competitive salary and performance-based bonuses.
• Remote work flexibility with a focus on work-life balance.
• Opportunities for professional growth and development within a dynamic team.
• A collaborative and inclusive company culture that values diversity.
• Access to resources for continuous learning and skill enhancement.
• Health and wellness benefits to support your well-being.
• Equity options as part of our commitment to employee ownership.
• Support for relocation and visa sponsorship if applicable.