Manager, Digital Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Report directly to the Director of Customer Success for the Americas.

• Lead a team of Digital Customer Success Managers dedicated to serving LaunchDarkly’s most significant customer base.

• Recruit, guide, and nurture a high-performing team of Customer Success Managers (CSMs).

• Provide continuous coaching, support, and constructive feedback.

• Collaborate with the GTM ecosystem and other Customer Success teams to design and implement Customer Success programs and playbooks tailored for the Digital customer segment.

• Ensure alignment of programs with global Customer Success frameworks.

• Empower the team to take action on onboarding progress, product adoption, risk signals, and growth opportunities.

• Work towards reducing churn and promoting customer growth.

• Structure team operations around Net Dollar Retention (NDR) and expansion metrics.

• Conduct regular forecast and pipeline reviews.

• Act as a senior advocate for strategic and high-impact clients.

• Manage critical customer engagements and escalations.

• Ensure that customer needs and insights shape internal decision-making.

⛳️ Requirements

• Proven track record of leading and developing high-performing teams.

• Highly motivated, proactive, and comfortable navigating a highly ambiguous startup environment.

• Passionate about continuous learning and self-improvement.

• Actively seeks out and offers feedback.

• Enjoys analyzing data trends to make informed decisions related to team and customer outcomes.

• Committed to creating impactful, customer-centric programs.

• Capable of developing and executing project plans, ensuring stakeholder accountability to timelines.

• Experience managing metrics and a willingness to continue doing so.

• Enthusiastic about taking on commercial responsibilities.

• Strong critical thinking abilities.

• Works well with others and proactively communicates updates to colleagues.

• At least 4 years of experience in a customer-facing role.

• Minimum of 2 years in a leadership or team lead role within customer success, account management, or a related field.

• Proven experience managing the renewal process and being accountable for retention quotas.

• Strong skills in discovery, qualification, and sales.

• Training in Command of the Message, MEDDIC, or similar methodologies is advantageous.

• Experience utilizing data to inform decisions regarding talent, team effectiveness, and customer programs.

• Background in creating scalable programs that positively affect large groups of customers, utilizing signals and refined collateral.

• Comfortable using AI to enhance the effectiveness of established processes and tools while ensuring customers receive precise and actionable insights.

• Familiarity with working on technical products, ideally within the DevOps sector, and engaging with developers or technical stakeholders.

• Strong project management capabilities.

• Experience holding customers and cross-functional teams accountable for meeting deadlines.

🏝️ Benefits

• Restricted Stock Units (RSUs)

• Health insurance

• Vision insurance

• Dental insurance

• Mental health benefits

• Equal opportunity workplace

• Disability accommodations available