Senior Customer Success Manager

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

📋 Description

• Report directly to the regional Customer Success leader.

• Act as LaunchDarkly’s primary post-sales contact for customers.

• Guide new and existing customers through the processes of implementation, adoption, and value realization.

• Facilitate the transition of new customers from sales handoff to product activation.

• Develop success plans, oversee onboarding projects, suggest enablement pathways, and evaluate adoption levels.

• Detect and analyze risks that might hinder adoption or lead to churn and contraction.

• Create risk mitigation strategies and collaborate with account teams.

• Provide technical advice on best practices for LaunchDarkly implementation and adoption.

• Spot opportunities for customers to acquire additional products and services, as well as adopt new features.

• Serve as a trusted advisor, offering prescriptive guidance.

• Establish relationships with customer champions and executives by leveraging success metrics and value-driven insights.

• Manage renewals, weekly forecasting, renewal agreements, retention, and opportunities for expansion.

• Work collaboratively with customers, sales teams, deal desk, cross-functional teams, specialists, and leaders.

⛳️ Requirements

• 5+ years in a customer-facing role, preferably in account management, customer/partner success, or onboarding/implementation, with a proven history of surpassing targets.

• Experience managing the renewal process and being accountable for a retention quota.

• Strong skills in discovery and qualification.

• Training in Command of the Message, MEDDIC, or a similar sales methodology is preferred.

• Excellent project management skills with experience in holding customers and cross-functional teams accountable to timelines.

• Familiarity with a technical product, ideally having interacted with developers or other technical personas as primary customers.

• Experience in the DevOps space is a plus.

• Background in both proactive and reactive customer success strategies.

• Existing technical knowledge and expertise.

• Demonstrated ability to advocate for both customers and the company.

• Strong sales acumen and negotiation capabilities.

• Exceptional written and verbal communication skills.

• Capability to work independently, manage workloads, prioritize tasks, and adapt in a dynamic environment.

🏝️ Benefits

• Equal opportunity employer dedicated to valuing diversity.

• Support for disability accommodations through an accommodations request form.