Senior Customer Success Manager - West Coast

• Shepherd in new customers from the sales handoff through successful activation in the product, including building out success plans, project management through onboarding, helping customers leverage enablement paths, and assessing customer’s adoption on an ongoing basis.
• Identify and diagnose risk inhibiting adoption or that may cause churn and contraction, build a risk mitigation strategy, and coordinate across the account team to effectively steer the customer to success.
• Maintain a deep level of LaunchDarkly product knowledge and provide direction on implementation and adoption best practices.
• Maintain awareness of customer progress against key goals and outcomes, identifying opportunities for customers to purchase additional products or adopt new features.
• Act as a trusted advisor to customers, providing prescriptive guidance to maximize their LaunchDarkly purchase.
• Identify and support advocates within customer organizations who promote the value of LaunchDarkly, leveraging success metrics and insights to gain executive sponsorship.
• Own a number and forecast on a weekly basis, working directly with customers, sales, and deal desk to execute renewal agreements on time and identify expansion opportunities within accounts.

• Driven and proactive, taking ownership of role and responsibilities with a high level of urgency.
• Enthusiastic about continuous learning and personal development, seeking and giving feedback.
• Intellectual curiosity with a hunger for knowledge and questioning.
• Outstanding written and spoken communication skills.
• Capable of efficiently managing workload and time management autonomously.
• Excel in a fast-paced and dynamic organizational setting.
• Possess strong sales acumen, negotiation skills, and eagerness to own a number.
• Strong critical thinking skills and problem-solving capabilities, clear issue escalation when necessary.
• Team player, collaborating well with others and informing proactively.
• 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.
• Strong discovery and qualification skills, training in Command of the Message, MEDDIC or another sales methodology is preferred.
• Strong project management skills and experience holding customers and cross-functional teams to a timeline.
• Experience working on a technical product, ideally interacting with developers or technical personas as primary customers.
• Experience within the DevOps space preferred.
• Experience with both proactive and reactive customer success motions.
• Existing technical knowledge and know-how, with the ability to learn about LaunchDarkly.
• Proven ability to advocate for both customers and company, mediating between customer requests and company vision.

Pay range: $145K - $235K

• Restricted Stock Units (RSUs)
• Health, vision, and dental insurance
• Mental health benefits