Senior Customer Success Manager

The Senior Customer Success Manager at LaunchDarkly serves as the primary post-sales contact for customers, guiding them through implementation and adoption to achieve their desired outcomes. This role is integral to the Customer Success team, focusing on ensuring customers realize the full value of LaunchDarkly's feature management platform. LaunchDarkly is a leading company in feature management, enabling developers to innovate faster and deliver targeted product experiences.

Key responsibilities include onboarding new customers from sales handoff to successful product activation, developing success plans, and managing projects through the onboarding process. The role also involves proactively identifying and mitigating risks that could hinder adoption or lead to churn, providing technical guidance on best practices, and identifying opportunities for customers to purchase additional products or adopt new features to maximize value.

Candidates should have at least 5 years of experience in customer-facing roles such as account management, customer success, or onboarding, with a proven track record of exceeding targets. Experience owning the renewal process and being accountable to a retention quota is essential. Strong project management skills, technical knowledge, and the ability to interact with developers or technical personas are also required. Training in sales methodologies like Command of the Message or MEDDIC is preferred.

LaunchDarkly offers competitive compensation, including restricted stock units (RSUs), health, vision, and dental insurance, and mental health benefits. The company fosters a culture of continuous learning and personal development, providing opportunities for growth in a fast-paced, startup environment. Employees are encouraged to take ownership of their roles and collaborate effectively within a dynamic organizational setting.