LaunchDarkly

Senior Customer Success Manager - EMEA

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Consumer Software, Enterprise SoftwareIndustries

Requirements

Candidates should possess a Bachelor's degree and demonstrate a strong passion for customer success, coupled with an interest in software development and DevOps, alongside sales acumen. Previous experience in customer success, particularly within a SaaS environment, is highly desirable.

Responsibilities

The Senior Customer Success Manager will drive a hybrid portfolio approach, balancing engagement with diverse customer accounts, develop and implement LaunchDarkly’s digital Customer Success program, shepherd new customers through successful activation and onboarding, proactively identify and mitigate risks inhibiting adoption or causing churn, provide technical guidance on product implementation and adoption best practices, maintain a pulse on customer goals and outcomes, act as a trusted advisor and build strong customer relationships, identify and support key advocates within customer organizations, and forecast customer renewals and expansion opportunities.

Skills

Customer Success

Software Development

DevOps

Project Management

Risk Mitigation

Product Knowledge

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.

Key Metrics

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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