Strategic Customer Success Manager
The Strategic Customer Success Manager at LaunchDarkly serves as the primary post-sales contact for customers, guiding them through implementation and adoption to achieve their desired use-cases and realize value. This role requires a passion for customer success, an interest in software development and DevOps, and strong sales acumen. LaunchDarkly is committed to customer obsession and significant year-over-year growth.
Key responsibilities include shepherding new customers from sales handoff through successful product activation, building success plans, managing projects during onboarding, leveraging enablement paths, and assessing ongoing adoption. The role also involves proactively identifying and diagnosing risks inhibiting adoption or causing churn, building risk mitigation strategies, and coordinating with the account team to ensure customer success. Additionally, the manager will maintain deep product knowledge to provide customers with direction on implementation and adoption best practices.
Required qualifications include 5+ 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, as this is a commercially oriented Customer Success team. Strong discovery and qualification skills, with training in sales methodologies such as Command of the Message or MEDDIC, are preferred. The candidate should also have strong project management skills, experience working with technical products, and the ability to advocate for both customers and the company.
Compensation for this role varies based on geographic zones within the United States. For Zone 1 (San Francisco/Bay Area, NYC Metropolitan Area, Boston, Seattle), the salary range is $171,000 - $235,000. For Zone 2 (Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago), the range is $154,000 - $211,000. For Zone 3 (all other US locations), the range is $145,000 - $200,000. Additional benefits include Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits.
LaunchDarkly fosters a humble, open, collaborative, respectful, and kind team environment and is an valuing diversity. The company is dedicated to continuous learning and personal development, offering opportunities for growth within a fast-paced, high-growth environment. Joining LaunchDarkly means becoming part of a team that is customer-obsessed and striving for significant year-over-year growth.