Senior Customer Success Manager - EMEA London, England, United Kingdom

The Senior 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 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 strong sales acumen. In LaunchDarkly GTM, we are all customer-obsessed and striving for massive year-over-year growth.

Responsibilities:

• Portfolio Optimization: Drive a hybrid portfolio approach, balancing engagement with smaller, high-growth customers and established strategic accounts to maximize overall impact.
• Program Development: Help shape and build LaunchDarkly’s digital Customer Success program by designing scalable processes for emerging customers who represent the future strategic base in the region.
• Customer Onboarding: You will shepherd in new customers from the sales handoff through successful activation in the product. This includes building out success plans to get customers up to speed in the platform, project management through onboarding, helping customers leverage the most appropriate enablement paths and assessing customer’s adoption on an ongoing basis.
• Risk Identification and Mitigation: You’ll work to proactively identify and diagnose risk inhibiting adoption or that may cause churn and contraction. You’ll own building a risk mitigation strategy and coordinating across the account team to effectively steer the customer to success.
• Technical Guidance: You’ll maintain a deep level of LaunchDarkly product knowledge and be expected to provide customers with direction on implementation and adoption best practices.
• Prescriptive Selling: You maintain a pulse on how our customers are tracking against their key goals and outcomes identifying opportunities for customers to purchase additional products, services and adopt new features needed for them to maximize the value of our solution.
• Trusted Advisor: You understand your customers like no other and have built enough trust to act as an extension of their team. You provide prescriptive guidance to customers to help them get the most out of their LaunchDarkly purchase.
• Build Champions & Executive Relationships: You are an expert champion builder. You consistently work to identify & support key advocates within your customers’ organization who actively promote the value of LaunchDarkly. In partnership with your Champion, you’re able to leverage success metrics & value driven insights to gain sponsorship at an Executive level.
• Renewal and Expansion focused: You are comfortable owning a number and forecasting on a weekly basis. You will work directly with customers, sales and deal desk to execute renewal agreements on time and to identify expansion opportunities within your 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 fast paced, start-up environment.
• 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.
• Intellectual Curiosity: 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 do not require a lot of external direction to prioritize your work.
• Highly Adaptable: You excel in a fast-paced and dynamic organizational setting.
• 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:

• 5+ years in a customer-facing role, ideally in account management, customer/partner success, or onboarding/implementation with a track record of exceeding targets.
• Demonstrated experience managing both smaller, high-growth portfolios and large strategic accounts—able to flex between high-touch and scalable engagement models.
• Passion for building new digital-first CS programs and processes that support rapid customer expansion and long-term strategic partnerships.
• Experience owning the renewal process and being held accountable to a retention quota. This is a commercially oriented 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. You should have experience holding customers and cross-functional teams accountable to a timeline.
• Experience working on a technical product, ideally interacting with developers or other technical personas as your primary customer.
• Experience within the DevOps space preferred.
• Experience with both proactive and reactive customer success motions. We will teach you all about LaunchDarkly, but you should have an existing level of technical knowledge and know-how.
• Proven ability to advocate for both your customers and your company. You know how to be the voice of the customer in the company while mediating between the customer's 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.