Senior Manager, Strategic Customer Success

LaunchDarkly is a company focused on modern software delivery, seeking a Senior Manager of Strategic Customer Success to lead a team of Customer Success Managers. This role involves driving customer success initiatives, developing the team, and ensuring exceptional customer experiences for the company's largest clients.

Responsibilities:

• Team Leadership and Development: Recruit, lead, and develop a high-performing team of CSMs. Provide ongoing coaching, support, and feedback to help the team grow their skills, deliver strong customer outcomes, and consistently meet or exceed expectations
• Strategic Strategy and Execution: Partner closely with the GTM ecosystem and other CS teams to build and operationalize Customer Success programs and playbooks tailored to the Strategic customer segment, ensuring alignment with our global CS frameworks
• Proactive Customer Insight: Enable the team to understand and act early on leading indicators such as onboarding progress, product adoption, risk signals, and expansion potential, in order to reduce churn and drive growth
• Operational Execution: Bring operational rigor to the team by organizing around key performance metrics, including NDR and expansion, and running regular forecast and pipeline reviews to ensure we deliver against both short- and long-term goals
• Customer Engagement: Serve as the senior advocate for strategic and high-impact customers. Oversee critical engagements and escalations, and ensure customer needs and insights inform internal decisions. LaunchDarkly is a startup environment, and everyone stays close to customers - one of our core values is “Customers On Speedial.”

Requirements:

• Minimum of 12 years in a customer-facing role, with at least 3 years in a leadership or team lead position within customer success, account management, or a similar field
• Experience owning the renewal process and being accountable for a retention quota
• Strong discovery, qualification, and sales skills; training in Command of the Message, MEDDIC, or similar methodologies is preferred
• Experience leveraging data to make decisions about talent, team effectiveness, customer programs, etc
• Experience working with technical products, preferably within the DevOps space, and interacting with developers or technical personas
• Strong project management skills, with experience holding customers and cross-functional teams accountable to timelines
• Training in Command of the Message, MEDDIC, or similar methodologies