Strategic Customer Success Manager

LaunchDarkly

. Report directly to the regional Customer Success leader .

Posted 10/15/2026full-timeRemote • United StatesMid-LevelSenior💰 $145,500 - $200,090 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success management, focusing on implementation, adoption, and value realization of technical products. Proven ability to build relationships, manage onboarding projects, and drive customer retention and expansion.

Highest-signal resume keywords

Customer Success ManagementProject ManagementRenewal Process OwnershipTechnical Product KnowledgeAccount Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Implementation GuidanceAdoption Strategy DevelopmentRisk MitigationSuccess Metrics AnalysisSales Methodology Training

Soft Skills

Strong CommunicationRelationship BuildingAdvocacy for CustomersCross-Functional Collaboration

Tools & Technologies

LaunchDarkly

Industry Keywords

Customer-Facing RoleAccount ManagementCustomer SuccessOnboardingDevOps

About the role

Key responsibilities & impact

Report directly to the regional Customer Success leader
Serve as LaunchDarkly’s direct post-sales customer point of contact
Guide new and expanding customers through implementation, adoption, use-case achievement, and value realization
Shepherd new customers from sales handoff through successful product activation
Build success plans and manage onboarding projects
Guide customers toward appropriate enablement paths and assess adoption continuously
Proactively identify and diagnose adoption risks that may cause churn or contraction
Build risk-mitigation strategies and coordinate across account teams
Maintain deep LaunchDarkly product knowledge and provide implementation and adoption guidance
Identify opportunities for additional products, services, and feature adoption
Act as a trusted advisor and extension of the customer’s team
Build customer champions and executive relationships using success metrics and value-driven insights
Own renewal forecasting and execute renewal agreements with customers, sales, and deal desk
Identify expansion opportunities within assigned accounts

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 to a retention quota
Strong discovery and qualification skills
Strong project management skills and experience holding customers and cross-functional teams accountable to timelines
Experience working on a technical product, ideally interacting with developers or other technical personas
Existing technical knowledge and know-how
Experience with proactive and reactive customer success motions
Proven ability to advocate for customers and the company
Training in Command of the Message, MEDDIC, or another sales methodology is preferred
Experience within the DevOps space is preferred

Benefits

Comp & perks

Restricted Stock Units (RSUs)
Health insurance
Vision insurance
Dental insurance
Mental health benefits
Equal opportunity and affirmative action support
Disability accommodation assistance