Senior Manager, Strategic Customer Success
The Senior Manager of Strategic Customer Success at LaunchDarkly will lead a team of Strategic Customer Success Managers (CSMs) who serve as the primary point of contact for the company's largest and most critical customers post-sale. Reporting to the Director of Customer Success, Americas, this role is pivotal in delivering exceptional customer experiences and driving organizational growth in a fast-paced, high-growth environment.
Key responsibilities include recruiting, leading, and developing a high-performing team of CSMs, providing ongoing coaching and support to ensure strong customer outcomes. The role involves partnering closely with the go-to-market ecosystem and other customer success teams to build and operationalize programs tailored to strategic customers, aligning with global frameworks. Additionally, the manager will enable the team to proactively address leading indicators such as onboarding progress, product adoption, risk signals, and expansion potential to reduce churn and drive growth.
The ideal candidate will have a minimum of 12 years in a customer-facing role, with at least 3 years in a leadership position within customer success, account management, or a similar field. Experience owning the renewal process and being accountable for a retention quota is essential, along with strong discovery, qualification, and sales skills. Preferred qualifications include training in methodologies such as Command of the Message or MEDDIC, experience with technical products in the DevOps space, and strong project management skills.
Compensation for this role varies based on geographic location. For Zone 1 (San Francisco/Bay Area, NYC Metropolitan Area, Boston, Seattle), the target pay range is $152,000 - $210,000. For Zone 2 (Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago), the range is $137,000 - $189,000. For Zone 3 (all other US locations), the range is $129,000 - $178,000. Additional benefits include Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits.
LaunchDarkly fosters a culture that values humility, openness, collaboration, respect, and kindness. The company is committed to diversity and inclusion, ensuring a supportive environment for all employees. This role offers significant growth opportunities within a rapidly expanding company, making it an excellent opportunity for those passionate about customer success and leadership.