At a Glance
- Tasks: Guide customers through onboarding and ensure they maximise their use of our platform.
- Company: Join LaunchDarkly, a leader in software delivery innovation.
- Benefits: Competitive salary, stock options, health benefits, and remote work flexibility.
- Other info: Collaborative culture focused on growth and learning.
- Why this job: Be part of a new team shaping customer success in a dynamic tech environment.
- Qualifications: 5+ years in customer-facing roles with strong data-driven decision-making skills.
The predicted salary is between 90000 - 126000 £ per year.
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.
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.
Senior Customer Success Manager, Digital Led employer: LaunchDarkly
LaunchDarkly is an exceptional employer that fosters a culture of trust, transparency, and collaboration, making it an ideal place for those passionate about customer success. With a strong focus on employee growth and continuous learning, team members are encouraged to take ownership of their roles while leveraging data to drive impactful customer engagement. The remote work environment allows for flexibility, enabling employees to thrive in a dynamic setting while contributing to the development of a best-in-class Digital Led Customer Success organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager, Digital Led
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LaunchDarkly. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LaunchDarkly before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager, Digital Led
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LaunchDarkly:Your cover letter is your chance to shine! Tell us why you want to work at LaunchDarkly specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LaunchDarkly!
How to prepare for a job interview at LaunchDarkly
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
