Senior Customer Success Manager

About the Job

Hiring in West Region, USA

The Customer Success Manager reports directly into the regional CS leader and represents LaunchDarkly as the direct point-of-contact with our customers post-sales. They are LaunchDarkly subject-matter experts guiding our new and expanding customers towards implementation and adoption and helping them achieve their desired use-cases and realize value. The best candidate for this role will be passionate about customer success with a keen interest in software development and DevOps, balanced with a strong sales acumen.

Responsibilities

• Customer Onboarding: Shepherd in new customers from the sales handoff through successful activation in the product. Build out success plans to get customers up to speed in the platform, project management through onboarding, helping customers leverage the most appropriate enablement paths and assessing customer's adoption on an ongoing basis.
• Risk Identification and Mitigation: Proactively identify and diagnose risk inhibiting adoption or that may cause churn and contraction. Own building a risk mitigation strategy and coordinating across the account team to effectively steer the customer to success.
• Technical Guidance: Maintain a deep level of LaunchDarkly product knowledge.