Customer Success Manager, LaunchDarkly
Digital Led, Central/East
$113-182k
Salary is dependent on location. + Restricted Stock Units
More information about location
Feature management for software teams
Open for applications
Feature management for software teams
501-1000 employees
Open for applications
$113-182k
Salary is dependent on location. + Restricted Stock Units
More information about location
501-1000 employees
Company mission
To empower all teams to deliver and control their software.
Role
Who you are
- The best candidate for this role will have a passion for customer success, experience leveraging data to manage a large customer portfolio, and an interest in helping to build a best-in-class Digital Led CS organization while executing at a high level
- Entrepreneurial and Self-Motivated: You are driven and proactive, taking ownership of your role and responsibilities. You operate with a high level of urgency at all times. You thrive in a highly ambiguous, start up environment. This is a new team at LaunchDarkly and you will be helping to build the organization while executing within it!
- Passion for Learning and Growth: You are enthusiastic about continuous learning and personal development at LaunchDarkly. You view feedback as a necessity for growth so consistently seek it out and give it
- Highly Data Driven: You enjoy identifying trends in data and have a proven track record of leveraging data to make informed decision making on behalf of your customers
- Intellectually Curious: You have a hunger for knowledge and are naturally a question-asker
- Excellent Communication: Your written and spoken communication skills are outstanding
- Organized & Autonomous: You are capable of efficiently managing your workload and have a process for time management. You are able to prioritize a large customer portfolio to engage with the right customers at any given time. You do not require a lot of external direction to organize and manage your workload
- Strong Sales Acumen: You have a high level of sales acumen, strong negotiation skills and are eager to own a number. This is a commercially focused CS organization
- Natural Problem Solver: You have strong critical thinking skills and enjoy the process of solving complex customer problems. You are able to escalate issues when necessary in a clear, effective manner
- Team Player: You collaborate well with others, know when to pull specialists or leaders in and keep others informed proactively. Win as a team!
- 3+ years in a customer-facing role, ideally in scaled/1:many/tech touch onboarding/implementation, account management, customer/partner success, or customer support, with a track record of exceeding targets
- Proven success in a 1:many/tech touch/tech-led Customer Success organization
- Highly data-driven with experience using product telemetry and growth/risk signals to target the right customers at the right time
- Experience owning the renewal process and being held accountable to a retention quota. This is a commercially oriented Digital Led Customer Success team
- 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 with a technical product, ideally interacting with developers or other technical personas as your primary customer. Experience within the DevOps space is preferred
- Exceptional time management and organizational skills
- An existing level of technical knowledge and know-how. We will teach you all about LaunchDarkly, but you should already have foundational knowledge in the space!
- Proven ability to advocate for both customers and the company, mediating between customer requests and the company's vision
What the job involves
- The Digital Led Customer Success Manager reports directly to the regional CS leader and represents LaunchDarkly as the direct point-of-contact with our customers post-sales
- They are LaunchDarkly subject-matter experts, guiding our new and existing customers through implementation and adoption with a heavy focus on 1:many outreach tactics and leveraging data to engage with the right customers at the right time
- Customer Onboarding: Leverage customer journey data to understand which customers need additional support through onboarding. Drive them to 1:many marketing engagements or work with them 1:1 to ensure all customers in your portfolio are onboarded and activated correctly
- Risk Identification and Mitigation: Use data and product signals to proactively identify risks. Develop both 1:many and 1:1 risk mitigation strategies and coordinate across the account team to steer customers towards success
- Technical Guidance: Maintain a deep level of LaunchDarkly product knowledge and provide customers with direction on implementation and adoption best practices
- Prescriptive Selling: Monitor how customers are tracking against their key goals and outcomes. Identify opportunities for customers to purchase additional products, services, and adopt new features to maximize the value of our solution
- Trusted Advisor: Build trust quickly and provide prescriptive guidance to help customers get the most out of their LaunchDarkly purchase
- Build Champions & Executive Relationships: Identify and support key advocates within customer organizations who actively promote the value of LaunchDarkly. Leverage success metrics and value-driven insights to gain executive sponsorship in partnership with your Champion
- Renewal and Expansion Focus: Own and forecast the renewal process on a weekly basis. Work directly with customers, sales, and deal desk to execute renewal agreements on time and identify expansion opportunities within accounts
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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