Senior Customer Success Manager, Digital Led in London

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:

• Customer Onboarding: 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.
• Risk Identification and Mitigation: 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.
• Technical Guidance: Maintain a deep level of LaunchDarkly product knowledge and provide customers with direction on implementation and adoption best practices.
• Prescriptive Selling: 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.
• Trusted Advisor: Build trust quickly and provide prescriptive guidance to help customers get the most out of their LaunchDarkly purchase.
• Build Champions & Executive Relationships: 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.
• Renewal and Expansion Focus: 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.
• 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.
• Strong Sales Acumen: You have a high level of sales acumen, strong negotiation skills and are eager to own a number.
• Natural Problem Solver: You have strong critical thinking skills and enjoy the process of solving complex customer problems.
• Team Player: You collaborate well with others, know when to pull specialists or leaders in and keep others informed proactively.

Qualifications:

• Located in the Continental US
• 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.
• 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.
• Exceptional time management and organizational skills.
• An existing level of technical knowledge and know‐how.
• Proven ability to advocate for both customers and the company, mediating between customer requests and the company's vision.

Pay:

Target pay ranges based on Geographic Zones for Level 3:

• Zone 1: San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle - $136,000 - $187,000
• Zone 2: Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago - $122,000 - $168,000
• Zone 3: All other US locations - $116,000 - $159,000

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.

About LaunchDarkly:

Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. 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.

At LaunchDarkly, we believe in the power of teams. 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.