The Customer Success Manager represents LaunchDarkly as the direct point-of-contact with customers post-sales, guiding new and expanding customers toward implementation and adoption.
Shepherd new customers from sales handoff through successful product activation, including building success plans and assessing ongoing adoption
Proactively identify and diagnose risks inhibiting adoption or causing churn and contraction; own building risk mitigation strategy
Maintain deep product knowledge and provide customers with direction on implementation and adoption best practices
Identify opportunities for customers to purchase additional products, services, and adopt new features
Act as trusted advisor and extension of customer teams, providing prescriptive guidance on maximizing solution value
Identify key advocates within customer organizations and leverage success metrics to gain executive-level sponsorship
Own renewal agreements and forecasting on weekly basis; identify expansion opportunities within accounts
Requirements
5+ years in customer-facing role, ideally in account management, customer/partner success or onboarding/implementation with track record of exceeding targets
Experience owning renewal process and accountability to retention quota
Strong discovery and qualification skills; training in Command of the Message, MEDDIC or similar sales methodology preferred
Strong project management skills with experience holding customers and cross-functional teams accountable to timelines
Experience working on technical product, ideally with developers or technical personas; DevOps experience preferred
Experience with both proactive and reactive customer success motions
Existing level of technical knowledge and know-how
Proven ability to advocate for customers and company; voice customer perspective while mediating between requests and company vision
Done for you
We'll apply to this for you
Denidel's HR team submits and tracks the application on your behalf.
