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 Digital Led Customer Success Manager reports directly to the regional CS leader and represents LaunchDarkly as the direct point-of-contact with our customers post-sales. They are LaunchDarkly subject-matter experts, guiding our new and existing customers through implementation and adoption with a heavy focus on 1:many outreach tactics and leveraging data to engage with the right customers at the right time.
What they're looking for
- 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
- Highly Data Driven: You enjoy identifying trends in data and have a proven track record of leveraging data to make informed decision making on behalf of your customers
- Intellectually Curious: You have a hunger for knowledge and are naturally a question-asker
- Excellent Communication: Your written and spoken communication skills are outstanding
- 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
- 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
More about this role
The Digital Led Customer Success Manager reports directly to the regional CS leader and represents LaunchDarkly as the direct point-of-contact with our customers post-sales. They are LaunchDarkly subject-matter experts, guiding our new and existing customers through implementation and adoption with a heavy focus on 1:many outreach tactics and leveraging data to engage with the right customers at the right time. This is a relatively new team at LaunchDarkly, and the best candidate for this role will have a passion for customer success, experience leveraging data to manage a large customer portfolio, and an interest in helping to build a best-in-class Digital Led CS organization while executing at a high level.
- Customer Onboarding: Leverage customer journey data to understand which customers need additional support through onboarding. Drive them to 1:many marketing engagements or work with them 1:1 to ensure all customers in your portfolio are onboarded and activated correctly.
- Risk Identification and Mitigation: Use data and product signals to proactively identify risks. Develop both 1:many and 1:1 risk mitigation strategies and coordinate across the account team to steer...
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