Senior Customer Success Manager

Join LaunchDarkly as a Senior Customer Success Manager, where you will be the direct point-of-contact for our customers post-sales. You will guide new and expanding customers towards implementation and adoption, helping them achieve their desired use-cases and realize value. Your responsibilities will include customer onboarding, risk identification and mitigation, providing technical guidance, prescriptively selling, building champion and executive relationships, and focusing on renewal and expansion. You will work in a fast-paced, dynamic environment and have a passion for customer success and software development.

• Assurer l'intégration des nouveaux clients, la gestion de projet et l'évaluation continue de l'adoption.
• Identifier et atténuer proactivement les risques qui pourraient nuire à l'adoption ou entraîner un désabonnement.
• Maintenir une connaissance approfondie des produits LaunchDarkly et fournir des conseils techniques aux clients.

• The best candidate for this role will be passionate about customer success with a keen interest in software development and DevOps, balanced with a strong sales acumen. In LaunchDarkly GTM, we are all customer-obsessed and striving for massive year over year growth
• Strong project management skills. You should have experience holding customers and cross-functional teams accountable to a timeline
• Entrepreneurial and Self-Motivated: You are driven and proactive, taking ownership of your role and responsibilities. You operate with a high level of urgency at all times. You thrive in a fast paced, start-up environment
• Highly Adaptable: You excel in a fast-paced and dynamic organizational setting
• 5+ years in a customer-facing role, ideally in account management, customer/partner success or onboarding/implementation with a track record of exceeding targets
• Proven ability to advocate for both your customers and your company. You know how to be the voice of the customer in the company while mediating between the customer's requests and the company's vision
• Intellectual Curiosity: You have a hunger for knowledge and are naturally a question-asker
• Natural Problem Solver: You have strong critical thinking skills and enjoy the process of solving complex customer problems. You are able to escalate issues when necessary in a clear, effective manner
• Organized & Autonomous: You are capable of efficiently managing your workload and have a process for time management. You do not require a lot of external direction to prioritize your work
• Strong discovery and qualification skills; training in Command of the Message, MEDDIC or another sales methodology is preferred
• Passion for Learning and Growth: You are enthusiastic about continuous learning and personal development at LaunchDarkly. You view feedback as a necessity for growth so consistently seek it out and give it
• Team Player: You collaborate well with others, know when to pull specialists or leaders in and keep others informed proactively. Win as a team!
• We will teach you all about LaunchDarkly, but you should have an existing level of technical knowledge and know-how
• Strong Sales Acumen: You have a high level of sales acumen, strong negotiation skills and are eager to own a number. This is a commercially focused CS organization
• Experience owning the renewal process and being held accountable to a retention quota. This is a commercially oriented Customer Success team
• Experience working on a technical product, ideally interacting with developers or other technical personas as your primary customer. Experience within the DevOps space preferred
• Excellent Communication: Your written and spoken communication skills are outstanding
• Experience with both proactive and reactive customer success motions