Director of Customer Success International, LaunchDarkly
£117.7-161.8k
+ Restricted Stock Units (RSUs)
Feature management for software teams
Be an early applicant
Feature management for software teams
501-1000 employees
Be an early applicant
£117.7-161.8k
+ Restricted Stock Units (RSUs)
501-1000 employees
Company mission
To empower all teams to deliver and control their software.
Role
Who you are
- Leadership: Demonstrated ability to lead and develop high-performing teams
- Entrepreneurial Spirit: Driven, proactive, and comfortable operating in a highly ambiguous, startup environment
- Passion for Growth (your own, and your teams): Enthusiastic about continuous learning and personal development. Actively seeks and provides feedback. You consider promoting a team member the best deal you could possibly close!
- Analytical: Enjoys identifying trends in data and making informed decisions about team and customer outcomes
- Program Builder: Passionate about building high-impact, customer focused programs. Able to build and execute a project plan, holding stakeholders accountable to a timeline
- Sales oriented: You have experience owning a number and want to continue to do so. Customer Success at LaunchDarkly is a commercial function, you should be excited about having commercial responsibility
- Problem Solver: Strong critical thinking skills and enjoys solving complex customer problems
- Team Player: Collaborates well with others, knows when to involve other stakeholders, and proactively keeps others informed
- Experience: Minimum of 10+ years in a customer-facing role, with at least 5+ years in a leadership position within customer success, account management, or a similar field. Experience acting as a second line leader and running global teams is strongly preferred
- Commercial Acumen: Experience owning the renewal process and being accountable for a retention quota. Strong discovery, qualification, and sales skills; training in Command of the Message, MEDDIC, or similar methodologies is preferred
- Data Orientation: Experience leveraging data to make decisions about talent, team effectiveness, customer programs, etc
- Technical Knowledge: Experience working with technical products, preferably within the DevOps space, and interacting with developers or technical personas
- Project Management: Strong project management skills, proven experience holding customers and cross-functional teams accountable to timelines to drive organisational improvements at the global level
What the job involves
- The Director of Customer Success will report directly to the VP of Customer Experience and will lead a team of first line managers representing LaunchDarkly as the direct point-of-contact with our EMEA and APJ customers post-sales
- The ideal candidate will be passionate about innovative approaches to providing a best in class customer experience, as well as a people-first leader with experience growing and developing a CS team through structured enablement programs and a dedication to feedback
- This role is a unique opportunity to shape and lead a team in a growing market at LaunchDarkly, driving both customer success and organizational growth
- Team Leadership and Development: Lead, mentor, and develop a team of CSMs and first line leaders. Provide regular coaching and feedback to ensure the team meets and exceeds performance goals
- Recruiting: Identify and recruit top talent to effectively scale your team
- Program Building: Design and execute strategic initiatives aimed at evolving the CS program. This includes building the Digital Led customers success organization as well as looking for ways to continue to improve the High Touch customer success function
- Revenue Growth: Work with your organisation and cross functional team to manage customer onboarding, adoption, risk mitigation, expansion and retention to ensure you are consistently driving towards NDR growth
- Execution: Organize and manage your organisation around key performance indicators, including but not limited to NDR and expansion. Run regular forecast reviews to ensure your team delivers against short and long term goals
- Customer Engagement: Act as a point of escalation for high profile and strategic customers. LaunchDarkly is still a start up environment and the expectation is that everyone continues to be customer focused and customer facing! In fact, one of our core values is “Customers On Speed Dial”
Salary benchmarks
Our take
Feature flags are a powerful software development tool, allowing teams to modify system behavior without changing code, therefore minimizing risk. If a business has a new feature they want to test, they can then roll it out to a small set of users before letting it go live. These companies can, for example, get quick feedback on the new feature and fix any bugs, or roll back any changes.
LaunchDarkly allows companies to run tests like this by activating the new code for only a small set of users prior to launch. Typically running these tests requires lots of developer time - a daunting and expensive prospect for most rapidly growing businesses - and can risk disruption to the user experience if testing takes place on the live product.
The platform is used by more than 1,500 customers, including the likes of IBM, Intuit and Atlassian. Signalling a change in strategy, the company shook up its management in 2023 and is now aiming to scale its already strong growth under the leadership of Dan Rogers, a product and marketing specialist with an impressive track record at Rubrik, AWS and Microsoft. It is now well poised to develop into a leading business in the feature management space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2021
$200m
SERIES D
Jan 2020
$54m
LATE VC
Total funding: $330.3m
Company benefits
- Full Vision
- Full Dental
- Full Medical
- Flexible Schedule
- Healthy Lunches & Snacks
- Conference & Meetup Access
- Education Stipend
- Personalized Work Station
- Close to Public Transportation
- Bike Parking
- Team Activities
- Unlimited paid time off policy
- Work from home opportunities
- Health insurance
Company HQ
Lakeside, Oakland, CA
Leadership
Edith Harbaugh
(Executive Chair)Worked as a Product Manager at Vignette, Monster Worldwide, and PlantSense. Previously Product Director at TripIt.
John Kodumal
(CTO)Prior to co-founding LaunchDarkly was Software Development Manager at Atlassian and Bytecode Anaylsis Architect for Coverity.
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