Senior Digital Customer Success Manager

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

📋 Description

• Act as the primary post-sales contact for customers at LaunchDarkly.

• Assist new and current customers with implementation and adoption through data-driven outreach strategies, both 1:many and 1:1.

• Utilize customer journey insights and product signals to assess onboarding requirements and potential risks.

• Create and implement risk mitigation strategies for both 1:many and 1:1 interactions across account teams.

• Offer technical advice on best practices for implementing and adopting LaunchDarkly.

• Track customer objectives and results; identify opportunities for upselling additional products, services, and feature utilization.

• Cultivate trusted advisor relationships and support customer champions and executive sponsorship initiatives.

• Manage and forecast weekly renewals, oversee renewal agreements, and pinpoint opportunities for account growth.

• Contribute to the development of a top-tier Digital Led Customer Success organization.

⛳️ Requirements

• Must be located within the Continental US.

• Minimum of 5 years in a customer-facing position, preferably in scaled/1:many/tech touch onboarding/implementation, account management, customer/partner success, or customer support, with a history of surpassing targets.

• Demonstrated success in a 1:many/tech touch/tech-led Customer Success environment.

• Strongly data-driven with experience in utilizing product telemetry and growth/risk signals to engage the right customers at optimal times.

• Experience managing the renewal process with accountability for meeting retention goals.

• Excellent skills in discovery and qualification.

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

• Strong project management capabilities and experience in ensuring both customers and cross-functional teams adhere to timelines.

• Background in working with technical products, preferably with direct interaction with developers or other technical stakeholders as primary customers.

• Experience in the DevOps field is a plus.

• Outstanding time management and organizational abilities.

• Existing technical expertise, including foundational knowledge in the relevant field.

• Proven capability to advocate for both customers and the organization, balancing customer requests with the company’s vision.

🏝️ Benefits

• Restricted Stock Units (RSUs)

• Health insurance

• Vision insurance

• Dental insurance

• Mental health benefits

• Equal opportunity employer

• Disability accommodation support