Senior Manager, Strategic Customer Success

About the Job

The Senior Manager of Strategic Customer Success will report to the Director of Customer Success, Americas, and lead a team of Strategic CSMs who serve as the primary point of contact for LaunchDarkly's largest and most critical customers post-sale. The ideal candidate is a people-first leader who is passionate about delivering an exceptional customer experience, brings an innovative approach to Customer Success, and thrives in a fast-paced, high-growth environment. This role is a unique opportunity to shape and lead a team in a growing market at LaunchDarkly, driving both customer success and organizational growth.

Responsibilities

• Team Leadership and Development: Recruit, lead, and develop a high-performing team of CSMs. Provide ongoing coaching, support, and feedback to help the team grow their skills, deliver strong customer outcomes, and consistently meet or exceed expectations.
• Strategic Strategy and Execution: Partner closely with the GTM ecosystem and other CS teams to build and operationalize Customer Success programs and playbooks tailored to the Strategic customer segment, ensuring alignment with our global CS frameworks.
• Proactive Customer Insight: Enable the team to understand and act early on leading indicators such as onboarding progress, product adoption, risk signals, and expansion potential, in order to reduce churn and drive expansion.