Manager, Digital Customer Success

LaunchDarkly provides a software delivery platform that helps developers improve release velocity and stability, target customer experiences, and optimize feature impact. The Manager of Digital Customer Success will lead a team of Digital CSMs, develop scalable customer success programs, monitor customer and business indicators, and oversee strategic customer engagements, renewals, retention, and expansion.

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
• Scaled 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 Digital 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

Requirements:

• Demonstrated ability to lead and develop high-performing teams
• Driven, proactive, and comfortable operating in a highly ambiguous, startup environment
• Enthusiastic about continuous learning and personal development
• Actively seeks and provides feedback
• Enjoys identifying trends in data and making informed decisions about team and customer outcomes
• Passionate about building high-impact, customer focused programs
• Able to build and execute a project plan, holding stakeholders accountable to a timeline
• You have experience owning a number and want to continue to do so
• Customer Success at LaunchDarkly is a commercial function, you should be excited about having commercial responsibility
• Strong critical thinking skills and enjoys solving complex customer problems
• Collaborates well with others, knows when to involve other stakeholders, and proactively keeps others informed
• Minimum of 4 years in a customer-facing role, with at least 2 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
• Experience leveraging data to make decisions about talent, team effectiveness, customer programs, etc
• Background in building scalable programs to positively impact broad cohorts of customers, leveraging signals and fine-tuned collateral
• Comfortable leveraging AI to scale the impact of proven processes and tools, while ensuring our customers are provided accurate and actionable insights
• Experience working with technical products
• 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 is preferred
• preferably within the DevOps space