Customer Onboarding: You will shepherd in new customers from the sales handoff through successful activation in the product.
Risk Identification and Mitigation: You’ll work to proactively identify and diagnose risk inhibiting adoption or that may cause churn and contraction.
Technical Guidance: You’ll maintain a deep level of LaunchDarkly product knowledge and be expected to provide customers with direction on implementation and adoption best practices.
Prescriptively Sell: You maintain a pulse on how our customers are tracking against their key goals and outcomes identifying opportunities for customers to purchase additional products.
Trusted Advisor: You understand your customers like no other and have built enough trust to act as an extension of their team.
Build Champions & Executive Relationships: You are an expert champion builder.
Renewal and Expansion focused: You are comfortable owning a number and forecasting on a weekly basis.

3+ years in a customer facing role, ideally in account management, customer/partner success or onboarding/implementation with a track record of exceeding targets.
Experience owning the renewal process and being held accountable to a retention quota.
Strong discovery and qualification skills; training in Command of the Message, MEDDIC or another sales methodology is preferred.
Strong project management skills. You should have experience holding customers and cross-functional teams accountable to a timeline.
Experience working on a technical product ideally interacting with developers or other technical personas as your primary customer. Experience within the DevOps space preferred.
Experience with both proactive and reactive customer success motions.
We will teach you all about LaunchDarkly, but you should have an existing level of technical knowledge and know-how.
Proven ability to advocate for both your customers and your company.

Customer Success Manager

Key skills