Senior Customer Success Manager
LaunchDarkly · United States
- Hybrid
- Full-time
- $171,000 / year
- United States
Job highlights
- Manage post-sales customer relationships and adoption.
- Drive customer implementation and achieve use-case value.
- Identify and mitigate churn risks proactively.
- Provide technical guidance and product best practices.
- Focus on renewals, expansion, and executive relationships.
About the role
About The Job
Hiring in West Region, USA
The Customer Success Manager reports directly into the regional CS leader and represents LaunchDarkly as the direct point-of-contact with our customers post-sales. They are LaunchDarkly subject-matter experts guiding our new and expanding customers towards implementation and adoption and helping them achieve their desired use-cases and realize value. The best candidate for this role will be passionate about customer success with a keen interest in software development and DevOps, balanced with a strong sales acumen. In LaunchDarkly GTM, we are all customer-obsessed and striving for massive year over year growth.
Responsibilities
- Customer Onboarding: Shepherd in new customers from sales handoff through successful activation in the product. Build success plans, manage onboarding projects, leverage enablement paths, and assess adoption.
- Risk Identification and Mitigation: Proactively identify and diagnose risk inhibiting adoption or causing churn. Own risk mitigation strategy and coordinate across the account team.
- Technical Guidance: Maintain deep LaunchDarkly product knowledge and provide customers with direction on implementation and adoption best practices.
- Prescriptively Sell: Track customer goals and outcomes, identifying opportunities for additional products, services, and new features to maximize solution value.
- Trusted Advisor: Act as an extension of the customer's team, providing prescriptive guidance to maximize their LaunchDarkly purchase.
- Build Champions & Executive Relationships: Identify and support key advocates within customer organizations, leveraging success metrics and value insights to gain executive sponsorship.
- Renewal and Expansion focused: Own a number, forecast weekly, and work with customers, sales, and deal desk to execute renewals and identify expansion opportunities.
About You
- Entrepreneurial and Self-Motivated: Driven, proactive, ownership, high urgency, thrives in fast-paced startup environment.
- Passion for Learning and Growth: Enthusiastic about continuous learning, seeks and gives feedback for growth.
- Intellectual Curiosity: Hunger for knowledge, naturally a question-asker.
- Excellent Communication: Outstanding written and spoken communication skills.
- Organized & Autonomous: Efficiently manage workload, strong time management, prioritizes independently.
- Highly Adaptable: Excels in fast-paced, dynamic settings.
- Strong Sales Acumen: High sales acumen, strong negotiation skills, eager to own a number. Commercially focused CS organization.
- Natural Problem Solver: Strong critical thinking, enjoys solving complex customer problems, effective escalations.
- Team Player: Collaborates well, knows when to involve specialists/leaders, keeps others informed proactively.
Qualifications
- 5+ years in a customer-facing role (account management, customer/partner success, onboarding/implementation) with a track record of exceeding targets.
- Experience owning the renewal process and meeting retention quotas.
- Strong discovery and qualification skills; sales methodology training (Command of the Message, MEDDIC) preferred.
- Strong project management skills, holding customers and teams accountable to timelines.
- Experience with technical products, ideally interacting with developers or technical personas. Experience in the DevOps space preferred.
- Experience with both proactive and reactive customer success motions. Existing technical knowledge and know-how required.
- Proven ability to advocate for both customers and the company, mediating requests and company vision.
Pay
Target pay ranges based on Geographic Zones* for Level 4:
*Zone 1: San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle - $171,000 - $235,000
*Zone 2: Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago - $154,000 - $211,000
*Zone 3: All other US locations - $145,000 - $200,000
LaunchDarkly operates from a place of high trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skills, experience, and location. Within the United States, our geographic pay zones are defined by counties surrounding major metropolitan areas.
Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.
About LaunchDarkly
Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare 'big-bang' technology migrations.
The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:
- Improving the velocity and stability of software releases, without the fear of end customer outages
- Delivering targeted experiences by easily personalizing features to customer cohorts
- Maximizing the business impact of every feature through the ability to experiment and optimize
- Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types
- Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability
At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. LD invites any applicant to review our written Affirmative Action Plan. To do so, contact People Ops at hr@launchdarkly.com.
Do you need a disability accommodation? Fill out this accommodations request form and someone from our People Operations team will contact you for assistance.
Your safety matters to us. To protect yourself from potential scams, LaunchDarkly recruiters will only contact you from @LaunchDarkly.com email addresses or via LinkedIn from 'Verified Recruiter' accounts. Be cautious of emails from other domains. Legitimate LaunchDarkly recruiters will never ask for money, fees, or banking information before making a job offer. LaunchDarkly will never make a job offer without conducting a formal interview process. Our interview process does not involve asking detailed questions by email. If you are ever unsure about a communication that you receive, don't click any links—visit Careers | LaunchDarkly directly for confirmed job openings and links to apply.
Please notify us of any fraudulent representation by sending an email to careers@launchdarkly.com.
Key skills/competency
- Customer Success Management
- Account Management
- Customer Onboarding
- Technical Guidance
- Risk Mitigation
- Sales Acumen
- Project Management
- DevOps
- Software Development
- Customer Retention
Skills & topics
- Customer Success Manager
- Senior Customer Success
- Account Management
- Customer Onboarding
- Technical Sales
- DevOps
- SaaS
- Customer Retention
- B2B
- Software
How to get hired
- Tailor your resume: Highlight 5+ years customer-facing experience, retention quota success, and technical product/DevOps background.
- Showcase sales acumen: Emphasize discovery, qualification, and any sales methodology experience in your application.
- Demonstrate project management: Detail experience holding clients and teams accountable to timelines.
- Prepare for technical discussions: Be ready to discuss your understanding of technical products and customer success motions.
- Emphasize collaboration: Highlight your team player attitude and ability to build executive relationships.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the typical career path for a Senior Customer Success Manager at LaunchDarkly?
- The career path for a Senior Customer Success Manager at LaunchDarkly often involves deepening expertise within specific customer segments or industries, potentially moving into a team lead or management role within Customer Success, or exploring opportunities in related fields like Account Management or Sales Enablement. Your growth will be supported by LaunchDarkly's commitment to continuous learning and feedback.
- How does LaunchDarkly approach customer onboarding for new clients?
- LaunchDarkly's customer onboarding process, led by the Customer Success Manager, focuses on guiding new customers from the sales handoff through successful activation. This involves building tailored success plans, project management through the onboarding phase, leveraging appropriate enablement resources, and continuously assessing customer adoption to ensure they quickly realize value.
- What kind of technical knowledge is expected for this Senior Customer Success Manager role?
- While LaunchDarkly provides product-specific training, this role requires existing technical knowledge and know-how, particularly within the software development and DevOps spaces. You should be comfortable interacting with technical personas like developers and understanding implementation and adoption best practices for technical products.
- How is success measured for a Senior Customer Success Manager at LaunchDarkly?
- Success for a Senior Customer Success Manager at LaunchDarkly is measured through a combination of factors including customer retention, expansion revenue, successful onboarding and adoption, proactive risk mitigation, and the ability to build strong executive relationships and champions within customer organizations. Owning renewal numbers and forecasting accurately are key commercial aspects of the role.
- What is the compensation structure for a Senior Customer Success Manager at LaunchDarkly?
- Compensation for a Senior Customer Success Manager at LaunchDarkly includes a base salary within a defined range, which varies based on geographic location (Zone 1, 2, or 3). Additionally, the role is eligible for Restricted Stock Units (RSUs) and includes comprehensive benefits such as health, vision, dental insurance, and mental health benefits.
- Does LaunchDarkly offer remote work options for this Senior Customer Success Manager position?
- The job description mentions hiring in the 'West Region, USA' and provides pay zones based on geographic locations within the US. While not explicitly stated as remote, the structure suggests roles may be aligned with specific regions, and candidates should clarify the exact work arrangement during the interview process, though roles in the West Region often have hybrid or remote possibilities.
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