[Remote] Enterprise Customer Success Manager at LaunchDarkly

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

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
Strong discovery and qualification skills; training in Command of the Message, MEDDIC or another sales methodology is preferred
Strong project management skills with 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
Existing level of technical knowledge and know-how
Proven ability to advocate for both your customers and your company, acting as the voice of the customer while mediating between customer requests and company vision

Responsibilities

Customer Onboarding: Shepherd new customers from sales handoff through successful activation, including building success plans, project management, leveraging enablement paths, and assessing ongoing adoption
Risk Identification and Mitigation: Proactively identify and diagnose risks to adoption or churn, own mitigation strategies, and coordinate across the account team
Technical Guidance: Maintain deep LaunchDarkly product knowledge and provide customers with 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: Build trust to act as an extension of the customer's team, providing prescriptive guidance to optimize LaunchDarkly usage
Build Champions & Executive Relationships: Identify and support key advocates, leverage success metrics to gain executive sponsorship
Renewal and Expansion focused: Own numbers and weekly forecasting, work with customers, sales, and deal desk to execute renewals and identify expansions

Skills

Key technologies and capabilities for this role

Customer SuccessCustomer OnboardingProject ManagementRisk MitigationDevOpsSoftware DevelopmentProduct KnowledgeSales AcumenAccount ManagementFeature Adoption

Questions & Answers

Common questions about this position

What experience is required for the Enterprise Customer Success Manager role?

Candidates need 5+ years in a customer facing role, ideally in account management, customer/partner success or onboarding/implementation with a track record of exceeding targets, plus experience owning the renewal process and being held accountable to a retention quota.

What are the main responsibilities of this position?

Responsibilities include customer onboarding with success plans and project management, risk identification and mitigation, providing technical guidance on LaunchDarkly product implementation, prescriptively selling expansions, acting as a trusted advisor, building champions and executive relationships, and owning renewals and expansions with forecasting.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Customer Success Manager position?

The best candidate will be passionate about customer success with a keen interest in software development and DevOps, balanced with strong sales acumen, and thrive in a commercially oriented team focused on renewals, retention quotas, and massive growth.

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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