LaunchDarkly · 6 hours ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
$171K/yr - $235K/yr
5+ years expLaunchDarkly is a company focused on modern software delivery, and they are seeking a Senior Customer Success Manager to be the direct point-of-contact with customers post-sales. The role involves guiding customers through implementation and adoption, identifying risks, providing technical guidance, and fostering relationships to ensure customer success and expansion.
Developer ToolsDevOpsSoftwareTest and Measurement
Responsibilities
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 coordinating across the account team to effectively steer the customer to success
Technical Guidance: You’ll maintain a deep level of LaunchDarkly product knowledge and be expected to provide customers with direction on implementation and adoption best practices
Prescriptively Sell: You maintain a pulse on how our customers are tracking against their key goals and outcomes identifying opportunities for customers to purchase additional products, services and adopt new features needed for them to maximize the value of our solution
Trusted Advisor: You understand your customers like no other and have built enough trust to act as an extension of their team. You provide prescriptive guidance to customers to help them get the most out of their LaunchDarkly purchase
Build Champions & Executive Relationships: You are an expert champion builder. You consistently work to identify & support key advocates within your customers’ organization who actively promote the value of LaunchDarkly. In partnership with your Champion, you’re able to leverage success metrics & value driven insights to gain sponsorship at an Executive level
Renewal and Expansion focused: You are comfortable owning a number and forecasting on a weekly basis. You will work directly with customers, sales and deal desk to execute renewal agreements on time and to identify expansion opportunities within your accounts
Qualification
Required
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 with both proactive and reactive customer success motions
We will teach you all about LaunchDarkly, but you should have an existing level of technical knowledge and know-how
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
Preferred
Strong discovery and qualification skills; training in Command of the Message, MEDDIC or another sales methodology is preferred
Experience within the DevOps space preferred
Benefits
Restricted Stock Units (RSUs)
Health, vision, and dental insurance
Mental health benefits
Company
LaunchDarkly
LaunchDarkly is a feature management platform that allows software development teams to deliver to their customers.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$330.3MKey Investors
Lead Edge CapitalBessemer Venture PartnersRedpoint
2021-08-10Series D· $200M
2020-01-16Series Unknown· $54M
2019-03-13Series C· $44M
Leadership Team
Edith Harbaugh
Chief Executive Officer
John Kodumal
CTO and Cofounder
Recent News
2026-01-23
2026-01-22
GlobeNewswire
2026-01-20
Company data provided by crunchbase