Customer Onboarding: Leverage customer journey data to understand which customers need additional support through onboarding.
Risk Identification and Mitigation: Use data and product signals to proactively identify risks.
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.
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.
Renewal and Expansion Focus: Own and forecast the renewal process on a weekly basis.

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. This is a commercially oriented Digital Led Customer Success team.
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. Experience within the DevOps space is preferred.
Exceptional time management and organizational skills.
An existing level of technical knowledge and know-how. We will teach you all about LaunchDarkly, but you should already have foundational knowledge in the space!
Proven ability to advocate for both customers and the company, mediating between customer requests and the company's vision.

Senior Customer Success Manager – Digital Led

Key skills