Senior Customer Success Manager

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

📋 Description

• Report directly to the regional Customer Success leader.

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

• Guide new and existing customers through implementation, adoption, achieving use cases, and realizing value.

• Transition new customers from sales handoff to product activation.

• Develop success plans and oversee onboarding projects.

• Assist customers in utilizing the appropriate enablement paths while continuously assessing adoption.

• Identify and address adoption risks that could lead to churn or contraction.

• Develop strategies to mitigate risks and collaborate with account teams.

• Provide guidance on best practices for implementation and adoption.

• Monitor customer goals and outcomes to uncover opportunities for additional products, services, and features.

• Serve as a trusted advisor and an extension of the customer’s team.

• Cultivate relationships with customer champions and executives using success metrics and insights driven by value.

• Manage renewal execution, weekly forecasting, retention targets, and expansion opportunities in partnership with customers, sales, and the deal desk.

⛳️ Requirements

• 5+ years of experience 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 responsible for a retention quota.

• Strong skills in discovery and qualification.

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

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

• Background in working with a technical product, ideally engaging with developers or other technical personas as the main customer.

• Experience within the DevOps sector is preferred.

• Familiarity with both proactive and reactive customer success strategies.

• Existing technical knowledge and expertise.

• Proven capability to advocate for both customers and the company.

• Strong sales acumen and negotiation abilities.

• Exceptional written and verbal communication skills.

• Ability to work independently, prioritize tasks, collaborate with teams, and solve intricate customer issues.

🏝️ Benefits

• Restricted Stock Units (RSUs).

• Health insurance.

• Vision insurance.

• Dental insurance.

• Mental health benefits.