LaunchDarkly helps teams safely manage code and AI agents in production with feature flags, progressive delivery, automated rollback, and runtime control. Backed by Bessemer, Insight and 500 Global.
About the role
The Manager of Digital Customer Success will report to the Director of Customer Success, Americas, and lead a team of Digital CSMs who serve as the primary post-sale point of contact for LaunchDarkly’s largest subset of customers. The ideal candidate is a people-first leader who is passionate about delivering an exceptional customer experience, brings an innovative approach to Customer Success, and thrives in a fast-paced, high-growth environment.
What they're looking for
- Leadership: Demonstrated ability to lead and develop high-performing teams
- Entrepreneurial Spirit: Driven, proactive, and comfortable operating in a highly ambiguous, startup environment
- Analytical: Enjoys identifying trends in data and making informed decisions about team and customer outcomes
- Program Builder: Passionate about building high-impact, customer focused programs. Able to build and execute a project plan, holding stakeholders accountable to a timeline
- Sales oriented: 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
- Problem Solver: Strong critical thinking skills and enjoys solving complex customer problems
More about this role
The Manager of Digital Customer Success will report to the Director of Customer Success, Americas, and lead a team of Digital CSMs who serve as the primary post-sale point of contact for LaunchDarkly’s largest subset of customers. The ideal candidate is a people-first leader who is passionate about delivering an exceptional customer experience, brings an innovative approach to Customer Success, and thrives in a fast-paced, high-growth environment. This role is a unique opportunity to shape and lead a team in a growing market at LaunchDarkly, driving both customer success and organizational growth.
- 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...
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