Customer Success Manager

About the Job:

The Customer Success Manager reports directly to the regional CS leader and acts as the primary point-of-contact for customers post-sales. This role requires expertise in LaunchDarkly, guiding customers through implementation, adoption, and achieving their desired use-cases. Ideal candidates should have a passion for customer success, software development, and DevOps, combined with strong sales acumen. LaunchDarkly is focused on year-over-year growth with a customer-obsessed approach.

Responsibilities:

• Customer Onboarding: Lead new customers from sales handoff to successful product activation. Develop success plans, manage onboarding projects, and assess ongoing adoption.
• Risk Identification and Mitigation: Proactively identify and diagnose risks that inhibit adoption or cause churn. Develop mitigation strategies and coordinate with the account team.
• Technical Guidance: Maintain deep knowledge of the LaunchDarkly product and provide best-practice guidance on implementation and adoption.
• Prescriptively Sell: Monitor customer progress toward key goals and identify opportunities for additional product purchases, services, or feature adoption.
• Trusted Advisor: Build strong relationships with customers, acting as an extension of their team and providing prescriptive guidance.
• Build Champions & Executive Relationships: Identify and support key customer advocates, leveraging success metrics and value-driven insights to gain executive sponsorship.
• Renewal and Expansion Focused: Own customer renewals and expansion opportunities, forecasting weekly and working closely with sales and deal desk teams.

About You:

• Entrepreneurial and Self-Motivated: Proactive, driven, and capable of operating in a fast-paced startup environment.
• Passion for Learning and Growth: Enthusiastic about continuous learning and feedback-driven development.
• Intellectual Curiosity: Naturally inquisitive and eager to seek knowledge.
• Excellent Communication: Strong written and verbal communication skills.
• Organized & Autonomous: Efficiently manage workloads and prioritize tasks with minimal external direction.
• Highly Adaptable: Excel in dynamic and fast-paced environments.
• Strong Sales Acumen: High sales acumen, negotiation skills, and comfort owning performance metrics.
• Natural Problem Solver: Strong critical thinking and ability to escalate issues effectively.
• Team Player: Collaborative, with the ability to bring in specialists and keep others informed.

Qualifications:

• 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 accountable for retention quotas in a commercially oriented team.
• Strong discovery and qualification skills; training in methodologies like Command of the Message or MEDDIC is preferred.
• Strong project management skills, including holding customers and cross-functional teams accountable to timelines.
• Experience working with technical products, ideally interacting with developers or technical personas, with a preference for DevOps experience.
• Experience with both proactive and reactive customer success motions.
• Existing technical knowledge and know-how, though LaunchDarkly will provide training on their platform.
• Proven ability to advocate for both customers and the company, mediating between customer requests and company vision.