Customer Success Manager - EMEA at LaunchDarkly

London, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

Entrepreneurial and self-motivated, driven, proactive, taking ownership, operating with high urgency, thriving in a fast-paced startup environment
Passion for learning and growth, enthusiastic about continuous learning, personal development, seeking and giving feedback
Intellectual curiosity, hunger for knowledge, naturally a question-asker
Excellent written and spoken communication skills
Organized and autonomous, efficient workload management, strong time management processes, minimal need for external direction
Highly adaptable, excelling in fast-paced and dynamic settings
Strong sales acumen, high level of sales skills, strong negotiation, eager to own a number in a commercially focused CS organization
Natural problem solver, strong critical thinking, enjoys solving complex customer problems, able to escalate issues clearly and effectively
Team player
Passionate about customer success with keen interest in software development and DevOps

Responsibilities

Customer Onboarding: Shepherd new customers from sales handoff through successful activation, build success plans, project management, leverage enablement paths, assess ongoing adoption
Risk Identification and Mitigation: Proactively identify and diagnose risks to adoption/churn, own mitigation strategy, coordinate across account team
Technical Guidance: Maintain deep LaunchDarkly product knowledge, provide direction on implementation and adoption best practices
Prescriptively Sell: Monitor customer progress against goals, identify opportunities for additional products, services, and feature adoption to maximize value
Trusted Advisor: Understand customers deeply, build trust to act as extension of their team, provide prescriptive guidance
Build Champions & Executive Relationships: Identify and support key advocates, leverage success metrics for executive sponsorship
Renewal and Expansion focused: Own numbers and forecast weekly, work with customers/sales/deal desk for timely renewals and expansion opportunities

Skills

Key technologies and capabilities for this role

Customer OnboardingProject ManagementRisk MitigationDevOpsTechnical GuidanceUpsellingSales AcumenCustomer Success

Questions & Answers

Common questions about this position

What is the reporting structure for the Customer Success Manager role?

The Customer Success Manager reports directly into the regional CS leader.

Is this position remote or does it require office presence?

This information is not specified in the job description.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What key skills and traits are required for this Customer Success Manager position?

The role requires passion for customer success, interest in software development and DevOps, strong sales acumen, entrepreneurial self-motivation, high urgency, and enthusiasm for learning and growth.

What is the company culture like at LaunchDarkly for this role?

The culture is customer-obsessed, focused on massive year-over-year growth, and thrives in a fast-paced, start-up environment.

LaunchDarkly

Feature management platform for software developers

About LaunchDarkly

LaunchDarkly provides a platform for developers to manage and automate software features. Its main product is a feature management platform that allows developers to control software features, enabling safe code shipping, self-serve experimentation, personalized user experiences, and improved reliability of applications. This platform allows developers to revert feature behaviors without code changes, enhancing productivity. LaunchDarkly operates on a subscription model, charging clients for access to its services. The platform helps clients innovate quickly, automate software releases, reduce delivery costs, and maximize the impact of software features. The goal is to improve software development processes for a diverse range of clients in the DevOps market.

Oakland, CaliforniaHeadquarters

2014Year Founded

$321.3MTotal Funding

SERIES_DCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Flexible work environment - Making an inclusive space for everyone means recognizing we all have our own individual working styles and needs.

Health and wellness - LaunchDarkly offers full coverage with health, dental, and vision plans for you and your dependents.

Salary and options - We're all in this together. LaunchDarkly offers competitive pay, equity, and the option to participate in a 401(k) program.

Learn and grow - We love to see our own continue to grow their skill sets—whether that's taking a class or attending a conference.

Risks

Competition from Harness, acquiring Split.io, threatens LaunchDarkly's market share.

Guardian Edition's complexity may confuse customers and complicate sales.

Expansion into the EU region may increase operational costs and regulatory scrutiny.

Differentiation

LaunchDarkly offers advanced feature flagging and experimentation capabilities for progressive delivery.

The platform supports EU data residency, enhancing compliance for European clients.

LaunchDarkly integrates feature management with CI/CD pipelines for seamless software delivery.

Upsides

LaunchDarkly's Galaxy Product Release enhances personalized user experiences and feature optimization.

The appointment of Claire Vo as CPO is expected to drive platform innovation.

Recognition as a Strong Performer by Forrester boosts LaunchDarkly's market credibility.

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