Manager, Digital Customer Success

LaunchDarkly

. Report to the Director of Customer Success, Americas .

Posted 9/17/2026full-timeRemote • United StatesMid-LevelSenior💰 $103,600 - $142,450 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in developing high-performing teams within Customer Success, with a focus on driving customer growth and retention through data-driven decision-making and effective program management.

Highest-signal resume keywords

Team LeadershipCustomer Success Program DevelopmentData-Driven Decision MakingProject ManagementRetention Quota Accountability

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementData AnalysisProject PlanningSales SkillsRenewal Process ManagementProgram DevelopmentCritical ThinkingAI UtilizationTechnical Product Knowledge

Soft Skills

Proactive CommunicationCoaching and FeedbackCollaborationContinuous LearningTrend Identification

Certifications & Qualifications

Command of the Message TrainingMEDDIC Training

Industry Keywords

Customer EngagementChurn ReductionNDR MetricsExpansion MetricsGTM EcosystemDevOps

About the role

Key responsibilities & impact

Report to the Director of Customer Success, Americas
Lead a team of Digital Customer Success Managers serving LaunchDarkly’s largest subset of customers
Recruit, lead, and develop a high-performing team of CSMs
Provide ongoing coaching, support, and feedback
Partner with the GTM ecosystem and other Customer Success teams to build and operationalize Customer Success programs and playbooks for the Digital customer segment
Align programs with global Customer Success frameworks
Enable the team to act on onboarding progress, product adoption, risk signals, and expansion potential
Reduce churn and drive customer growth
Organize team operations around NDR and expansion metrics
Run regular forecast and pipeline reviews
Serve as senior advocate for strategic and high-impact customers
Oversee critical customer engagements and escalations
Ensure customer needs and insights inform internal decisions

Requirements

What you’ll need

Demonstrated ability to lead and develop high-performing teams
Driven, proactive, and comfortable operating in a highly ambiguous, startup environment
Enthusiastic about continuous learning and personal development
Actively seeks and provides feedback
Enjoys identifying trends in data and making informed decisions about team and customer outcomes
Passionate about building high-impact, customer-focused programs
Able to build and execute a project plan, holding stakeholders accountable to a timeline
Experience owning a number and willingness to continue doing so
Excited about commercial responsibility
Strong critical thinking skills
Collaborates well with others and proactively keeps others informed
Minimum of 4 years in a customer-facing role
At least 2 years in a leadership or team lead position within customer success, account management, or a similar field
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
Experience leveraging data to make decisions about talent, team effectiveness, customer programs, etc.
Background in building scalable programs to positively impact broad cohorts of customers, leveraging signals and fine-tuned collateral
Comfortable leveraging AI to scale the impact of proven processes and tools while ensuring customers receive accurate and actionable insights
Experience working with technical products, preferably within the DevOps space, and interacting with developers or technical personas
Strong project management skills
Experience holding customers and cross-functional teams accountable to timelines

Benefits

Comp & perks

Restricted Stock Units (RSUs)
Health insurance
Vision insurance
Dental insurance
Mental health benefits
Equal opportunity workplace
Disability accommodations available