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Senior Customer Success Manager
LaunchDarkly. Report directly to the regional Customer Success leader .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success management, including onboarding, adoption, and retention strategies. Proven ability to build relationships, advocate for customers, and drive product adoption in a technical environment.
Highest-signal resume keywords
Customer Success ManagementRenewal Process OwnershipProject Management SkillsTechnical Product ExperienceSales Methodology Training
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementOnboardingImplementationRisk Mitigation StrategiesSales ForecastingCustomer AdvocacyTechnical GuidanceSuccess Metrics AnalysisValue-Driven InsightsRetention Quota Accountability
Soft Skills
Strong Communication SkillsNegotiation SkillsAutonomous Work StyleAdaptabilityRelationship Building
Certifications & Qualifications
Command of the Message TrainingMEDDIC Training
Industry Keywords
DevOpsCustomer SuccessPost-Sales SupportChurn ReductionCross-Functional Collaboration
About the role
Key responsibilities & impact- Report directly to the regional Customer Success leader
- Serve as LaunchDarkly’s direct post-sales point of contact for customers
- Guide new and expanding customers through implementation, adoption, and realization of value
- Shepherd new customers from sales handoff through product activation
- Build success plans, manage onboarding projects, recommend enablement paths, and assess adoption
- Identify and diagnose risks that may inhibit adoption or cause churn and contraction
- Build risk mitigation strategies and coordinate across account teams
- Provide technical guidance on LaunchDarkly implementation and adoption best practices
- Identify opportunities for customers to purchase additional products and services and adopt new features
- Act as a trusted advisor and provide prescriptive guidance
- Build customer champions and executive relationships using success metrics and value-driven insights
- Own renewals, weekly forecasting, renewal agreements, retention, and expansion opportunities
- Collaborate with customers, sales, deal desk, cross-functional teams, specialists, and leaders
Requirements
What you’ll need- 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 accountability for 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 accountable to a timeline
- Experience working on a technical product, ideally interacting with developers or other technical personas as primary customers
- Experience within the DevOps space is preferred
- Experience with both proactive and reactive customer success motions
- Existing technical knowledge and know-how
- Proven ability to advocate for customers and the company
- Strong sales acumen and negotiation skills
- Excellent written and spoken communication skills
- Ability to work autonomously, manage workload, prioritize work, and adapt in a fast-paced environment
Benefits
Comp & perks- Equal opportunity employer valuing diversity
- Disability accommodation support through an accommodations request form