Senior Customer Success Manager - West Coast
LaunchDarkly is seeking a Senior Customer Success Manager for the West Coast region to serve as the primary post-sales contact for our customers. This role involves guiding new and expanding clients through implementation and adoption, ensuring they achieve their desired outcomes and realize value from our platform. The ideal candidate will have a passion for customer success, a strong interest in software development and DevOps, and a solid sales acumen. At LaunchDarkly, we are committed to customer obsession and striving for significant year-over-year growth.
In this role, you will be responsible for shepherding new customers from the sales handoff through successful activation in the product. This includes building success plans, managing onboarding projects, helping customers leverage appropriate enablement paths, and assessing customer adoption on an ongoing basis. You will proactively identify and diagnose risks inhibiting adoption or that may cause churn and contraction, developing risk mitigation strategies and coordinating across the account team to steer the customer to success. Additionally, you will maintain a deep level of LaunchDarkly product knowledge to provide customers with direction on implementation and adoption best practices. You will also monitor how customers are tracking against their key goals and outcomes, identifying opportunities for customers to purchase additional products, services, and adopt new features needed to maximize the value of our solution. Building trusted advisor relationships, supporting key advocates within customer organizations, and leveraging success metrics and value-driven insights to gain executive sponsorship are also key aspects of this role. Furthermore, you will own and forecast the renewal process on a weekly basis, working directly with customers, sales, and deal desk to execute renewal agreements on time and identify expansion opportunities within your accounts.
The ideal candidate will have over five years in a customer-facing role, ideally in account management, customer/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 is essential. Strong discovery and qualification skills are required, with training in Command of the Message, MEDDIC, or another sales methodology preferred. Strong project management skills are necessary, with 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, is preferred. Experience within the DevOps space is also preferred. Experience with both proactive and reactive customer success motions is important. An existing level of technical knowledge and know-how is beneficial. The ability to advocate for both customers and the company, mediating between customer requests and the company's vision, is crucial.
Compensation for this role is competitive and varies based on geographic location. For Level 4 positions, the target pay ranges are as follows:
- Zone 1 (San Francisco/Bay Area or 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
In addition to salary, LaunchDarkly offers Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits.
LaunchDarkly is a company dedicated to modernizing software delivery, enabling developers to innovate faster while ensuring stability and control. Our platform helps developers release new features more efficiently, target product experiences to specific customer segments, and maximize the business impact of every feature. We are committed to fostering a culture of continuous learning and personal development, encouraging feedback, and supporting our employees' growth.