Senior Customer Success Manager, LaunchDarkly
EMEA
Feature management for software teams
Posted today
Feature management for software teams
501-1000 employees
Posted today
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 be passionate about customer success with a keen interest in software development and DevOps, balanced with a strong sales acumen
- 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 fast paced, start-up environment
- 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
- Intellectual Curiosity: 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 do not require a lot of external direction to prioritize your work
- Highly Adaptable: You excel in a fast-paced and dynamic organizational setting
- 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!
- 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. This is a commercially oriented 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. You should have 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
- We will teach you all about LaunchDarkly, but you should have an existing level of technical knowledge and know-how
- Proven ability to advocate for both your customers and your company. You know how to be the voice of the customer in the company while mediating between the customer's requests and the company's vision
What the job involves
- The Customer Success Manager reports directly into 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 expanding customers towards implementation and adoption and helping them achieve their desired use-cases and realize value
- Customer Onboarding: You will shepherd in new customers from the sales handoff through successful activation in the product. This includes building out success plans to get customers up to speed in the platform, project management through onboarding, helping customers leverage the most appropriate enablement paths and assessing customer’s adoption on an ongoing basis
- Risk Identification and Mitigation: You’ll work to proactively identify and diagnose risk inhibiting adoption or that may cause churn and contraction. You’ll own building a risk mitigation strategy and coordinating across the account team to effectively steer the customer to success
- Technical Guidance: You’ll maintain a deep level of LaunchDarkly product knowledge and be expected to provide customers with direction on implementation and adoption best practices
- Prescriptively Sell: You maintain a pulse on how our customers are tracking against their key goals and outcomes identifying opportunities for customers to purchase additional products, services and adopt new features needed for them to maximize the value of our solution
- Trusted Advisor: You understand your customers like no other and have built enough trust to act as an extension of their team. You provide prescriptive guidance to customers to help them get the most out of their LaunchDarkly purchase
- Build Champions & Executive Relationships: You are an expert champion builder. You consistently work to identify & support key advocates within your customers’ organization who actively promote the value of LaunchDarkly. In partnership with your Champion, you’re able to leverage success metrics & value driven insights to gain sponsorship at an Executive level
- Renewal and Expansion focused: You are comfortable owning a number and forecasting on a weekly basis. You will work directly with customers, sales and deal desk to execute renewal agreements on time and to identify expansion opportunities within your 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 values
- Build together, win together
- Create customer champions
- Learn and grow
- Widen the circle
- Work impactfully, work sustainably
Company HQ
Lakeside, Oakland, CA
Articles
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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