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 Customer Success Manager reports directly into 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 expanding customers towards implementation and adoption and helping them achieve their desired use-cases and realize value. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 5+ years in a customer facing role, ideally in account management, customer/partner success or onboarding/implementation with a track record of exceeding targets
- Experience owning the renewal process and being held accountable to a retention quota. This is a commercially oriented Customer Success team
- Strong discovery and qualification skills, training in Command of the Message, MEDDIC or another sales methodology is preferred
- Strong project management skills. You should have experience holding customers and cross-functional teams accountable to a timeline
- Experience working on a technical product ideally interacting with developers or other technical personas as your primary customer. Experience within the DevOps space preferred
- Experience with both proactive and reactive customer success motions
More about this role
The Customer Success Manager reports directly into 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 expanding customers towards implementation and adoption and helping them achieve their desired use-cases and realize value. 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.
- Customer Onboarding: You will shepherd in new customers from the sales handoff through successful activation in the product. This includes building out success plans to get customers up to speed in the platform, project management through onboarding, helping customers leverage the most appropriate enablement paths and assessing customer’s adoption on an ongoing basis.
- Risk Identification and Mitigation: You’ll work to proactively identify and diagnose risk-inhibiting adoption or that may cause churn and contraction. You’ll own building a risk mitigation strategy and...
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