Senior Customer Success Manager, Digital Led

About The Job

The Digital Led Customer Success Manager reports directly to 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 existing customers through implementation and adoption with a heavy focus on 1:many outreach tactics and leveraging data to engage with the right customers at the right time. This is a relatively new team at LaunchDarkly, and the best candidate for this role will have a passion for customer success, experience leveraging data to manage a large customer portfolio, and an interest in helping to build a best-in-class Digital Led CS organization while executing at a high level.

Responsibilities

• Leverage customer journey data to understand which customers need additional support through onboarding. Drive them to 1:many marketing engagements or work with them 1:1 to ensure all customers in your portfolio are onboarded and activated correctly.
• Use data and product signals to proactively identify risks. Develop both 1:many and 1:1 risk mitigation strategies and coordinate across the account team to steer customers towards success.
• Maintain a deep level of LaunchDarkly product knowledge and provide customers with direction on implementation and adoption best practices.
• Monitor how customers are tracking against their key goals and outcomes. Identify opportunities for customers to purchase additional products, services, and adopt new features to maximize the value of our solution.
• Build trust quickly and provide prescriptive guidance to help customers get the most out of their LaunchDarkly purchase.
• Identify and support key advocates within customer organizations who actively promote the value of LaunchDarkly. Leverage success metrics and value-driven insights to gain executive sponsorship in partnership with your Champion.
• Own and forecast the renewal process on a weekly basis. Work directly with customers, sales, and deal desk to execute renewal agreements on time and identify expansion opportunities within accounts.

About You

• Entrepreneurial and Self-Motivated: You are driven and proactive, taking ownership of your role and responsibilities. You operate with a high level of urgency at all times. You thrive in a highly ambiguous, start up environment. This is a new team at LaunchDarkly and you will be helping to build the organization while executing within it!
• Passion for Learning and Growth: You are enthusiastic about continuous learning and personal development at LaunchDarkly. You view feedback as a necessity for growth so consistently seek it out and give it.
• Highly Data Driven: You enjoy identifying trends in data and have a proven track record of leveraging data to make informed decision making on behalf of your customers
• Intellectually Curious: You have a hunger for knowledge and are naturally a question-asker.
• Excellent Communication: Your written and spoken communication skills are outstanding.
• Organized & Autonomous: You are capable of efficiently managing your workload and have a process for time management. You are able to prioritize a large customer portfolio to engage with the right customers at any given time. You do not require a lot of external direction to organize and manage your workload.
• Strong Sales Acumen: You have a high level of sales acumen, strong negotiation skills and are eager to own a number. This is a commercially focused CS organization.
• Natural Problem Solver: You have strong critical thinking skills and enjoy the process of solving complex customer problems. You are able to escalate issues when necessary in a clear, effective manner.
• Team Player: You collaborate well with others, know when to pull specialists or leaders in and keep others informed proactively. Win as a team!

Qualifications

• Located in either the United Kingdom or Ireland
• 5+ years in a customer-facing role, ideally in scaled/1:many/tech touch onboarding/implementation, account management, customer/partner success, or customer support, with a track record of exceeding targets.
• Proven success in a 1:many/tech touch/tech-led Customer Success organization.
• Highly data-driven with experience using product telemetry and growth/risk signals to target the right customers at the right time.
• Experience owning the renewal process and being held accountable to a retention quota. This is a commercially oriented Digital Led Customer Success team.
• Strong discovery and qualification skills; training in Command of the Message, MEDDIC, or another sales methodology is preferred.
• Strong project management skills with experience holding customers and cross-functional teams accountable to a timeline.
• Experience working with a technical product, ideally interacting with developers or other technical personas as your primary customer. Experience within the DevOps space is preferred.
• Exceptional time management and organizational skills.
• An existing level of technical knowledge and know-how. We will teach you all about LaunchDarkly, but you should already have foundational knowledge in the space!
• Proven ability to advocate for both customers and the company, mediating between customer requests and the company's vision.

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.

Do you need a disability accommodation?

Fill out this accommodations request form and someone from your People Operations team will contact you for assistance.

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Key skills/competency

• Customer Success Management
• Digital Led Strategy
• Data Analysis and Utilization
• Customer Onboarding and Adoption
• Risk Identification and Mitigation
• Technical Guidance and Product Knowledge
• Sales Acumen and Renewal Ownership
• Cross-functional Collaboration
• Project Management
• DevOps and Technical Products