Strategic Customer Success Manager

Overview

The Customer Success Manager is LaunchDarkly's direct post-sales point of contact for customers, guiding new and expanding accounts through implementation, adoption and realizing value, with a commercial focus on renewals and expansion.

What you'll do

• Shepherd new customers from the sales handoff through successful activation in the product, including building success plans, project managing onboarding, guiding enablement paths and assessing adoption on an ongoing basis.
• Proactively identify and diagnose risks to adoption that may cause churn or contraction, own the risk mitigation strategy and coordinate across the account team to steer customers to success.
• Maintain deep LaunchDarkly product knowledge and provide customers with direction on implementation and adoption best practices.
• Track how customers are performing against key goals and outcomes, and identify opportunities to purchase additional products, services and features.
• Act as a trusted advisor and extension of the customer's team, providing prescriptive guidance to get the most out of their LaunchDarkly purchase.
• Identify and support champions within customer organizations who promote the value of LaunchDarkly, and use success metrics and value-driven insights to gain executive sponsorship.
• Own a number and forecast on a weekly basis, working with customers, sales and deal desk to execute renewals on time and identify expansion opportunities.

What you'll need

• 5+ years in a customer-facing role, ideally in account management, customer or partner success, or 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.
• Strong project management skills, including experience holding customers and cross-functional teams accountable to a timeline.
• Experience working on a technical product, ideally interacting with developers or other technical personas as the primary customer.
• Experience with both proactive and reactive customer success motions.
• An existing level of technical knowledge and know-how.
• Proven ability to advocate for both customers and the company, acting as the voice of the customer while mediating between customer requests and the company's vision.

Nice to have

• Training in Command of the Message, MEDDIC or another sales methodology.
• Experience within the DevOps space.

Details

• Location: Remote - US.
• Reports directly into the regional CS leader.
• Target pay by geographic zone for Level 4: Zone 1 (San Francisco/Bay Area, NYC Metropolitan Area, Boston, Seattle) $171,200 - $235,400; Zone 2 (Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago) $154,100 - $211,860; Zone 3 (all other US locations) $145,500 - $200,090. Exact compensation may vary based on skills, experience and location.
• Benefits include Restricted Stock Units (RSUs), health, vision and dental insurance, and mental health benefits.