Customer Success Manager

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 value.

• Own the onboarding and adoption process for new customers: You will shepherd in new customers from the sales handoff, project-managing them through adoption stages and achieving key milestones
  
• You’ll be a subject matter expert of the product rollout, coordinating the joint implementation and adoption planning process, and driving momentum through onboarding. In some instances, you will work closely with the Professional Services team based on the needs of your customers
  
• As the gatekeeper to success, you’ll manage towards validation of the customer's desired business outcomes with the goal of growing the partnership
  
• You’ll work to detect and diagnose risks to customer adoption and collaborate with the account management team to employ creative and impactful solutions
  
• As your customers successfully achieve their milestones along the journey with LaunchDarkly, you’ll be responsible for documenting their success to share in customer EBRs. This documentation will also help us continue iterate and improve our internal processes and strategies
  

• 4+ years in a customer facing role, ideally in onboarding/implementation, account management, customer/partner success, or customer support, with a track record of top performance

• You are used to project managing customers and holding cross-functional teams accountable to a timeline

• A customer obsession toward providing the best experience while knowing when to be assertive and prescriptive

• Demonstrated ability to learn technical concepts quickly, including our industry, product and end user personas and convey these concepts confidently 

• Diplomacy, tact, and poise under pressure when working through customer issues and escalations

• Ability to be an active listener while taking a thoughtful approach to addressing customer concerns, including the creation of user-facing content for short and longterm solutions

• Ability to recognize repeated user-facing issues and build scalable solutions

• Comfortable demonstrating product functionality (with training); ability to provide a comprehensive overview of key business use cases

Preferred Qualifications:

• Innate emotional intelligence, empathy, and negotiation skills - you build trust quickly and maintain it easily

• A scrappiness and grittiness about you that is comfortable in navigating within a high degree of ambiguity

• Bias towards execution

• Problem-solving chops - you start with root cause and tailor solutions accordingly

• Strong critical thinking skills, including ability to identify suboptimal internal processes

• A self-starter attitude; you’re ready to hit the ground running

• Strong verbal & written communication skills

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