Manager of Digital Customer Success, LaunchDarkly
$103.6-167.5k
Salary dependent on location. + RSUs
More information about location
Feature management for software teams
Be an early applicant
Feature management for software teams
501-1000 employees
Be an early applicant
$103.6-167.5k
Salary dependent on location. + RSUs
More information about location
501-1000 employees
Company mission
To empower all teams to deliver and control their software.
Role
Who you are
- The ideal candidate is a people-first leader who is passionate about delivering an exceptional customer experience, brings an innovative approach to Customer Success, and thrives in a fast-paced, high-growth environment
- 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 4 years in a customer-facing role, with at least 2 years in a leadership or team lead position within customer success, account management, or a similar field
- 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
- Program Development: Background in building scalable programs to positively impact broad cohorts of customers, leveraging signals and fine-tuned collateral
- AI Fluency: Comfortable leveraging AI to scale the impact of proven processes and tools, while ensuring our customers are provided accurate and actionable insights
- 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, with experience holding customers and cross-functional teams accountable to timelines
What the job involves
- The Manager of Digital Customer Success will report to the Director of Customer Success, Americas, and lead a team of Digital CSMs who serve as the primary post-sale point of contact for LaunchDarkly’s largest subset of customers
- 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: Recruit, lead, and develop a high-performing team of CSMs. Provide ongoing coaching, support, and feedback to help the team grow their skills, deliver strong customer outcomes, and consistently meet or exceed expectations
- Scaled Strategy and Execution: Partner closely with the GTM ecosystem and other CS teams to build and operationalize Customer Success programs and playbooks tailored to the Digital customer segment, ensuring alignment with our global CS frameworks
- Proactive Customer Insight: Enable the team to understand and act early on leading indicators such as onboarding progress, product adoption, risk signals, and expansion potential, in order to reduce churn and drive growth
- Operational Execution: Bring operational rigor to the team by organizing around key performance metrics, including NDR and expansion, and running regular forecast and pipeline reviews to ensure we deliver against both short- and long-term goals
- Customer Engagement: Serve as the senior advocate for strategic and high-impact customers. Oversee critical engagements and escalations, and ensure customer needs and insights inform internal decisions. LaunchDarkly is a startup environment, and everyone stays close to customers
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.
Demonstrating its value to businesses, the platform is used by the likes of IBM, Intuit and Atlassian. Recently it has seemed to focus on further scaling its growth as it develops towards being 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
(Co-founder, Executive Chair & CEO)Worked as a Product Manager at Vignette, Monster Worldwide, and PlantSense. Previously Product Director at TripIt.
John Kodumal
(Co-founder & CTO)Prior to co-founding LaunchDarkly was Software Development Manager at Atlassian and Bytecode Anaylsis Architect for Coverity.
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