Strategic Customer Success Manager

• Shepherd in new customers from the sales handoff through successful activation in the product.
• Proactively identify and diagnose risk-inhibiting adoption or churn and build a risk mitigation strategy.
• Maintain a deep level of LaunchDarkly product knowledge and provide customers with direction on best practices.
• Maintain a pulse on how customers are tracking against their goals and identify opportunities for additional product purchases.
• Act as a trusted advisor and provide guidance to customers to maximize the value of LaunchDarkly.
• Build champions and executive relationships by leveraging success metrics and insights.
• Focus on renewal and expansion by owning a number and forecasting weekly.

• 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.
• Experience working on a technical product, ideally interacting with developers or other technical personas.
• Experience with both proactive and reactive customer success motions.
• Existing level of technical knowledge and know-how.
• Proven ability to advocate for both customers and company.

Pay range: $145K - $235K

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