Senior Customer Success Manager, Digital Led

LaunchDarkly

full-time

Posted on: 8/26/2025

Origin: • 🇺🇸 United States

✨ AI Apply

💰 $141,000 - $229,000 per year

Senior

About the role

Digital Led Senior Customer Success Manager representing LaunchDarkly as the post-sales point of contact and driving 1:many adoption
Customer Onboarding: leverage customer journey data to drive 1:many marketing engagements or 1:1 support to ensure activation
Risk Identification and Mitigation: use data and product signals to identify risks and coordinate mitigation strategies
Technical Guidance: maintain deep product knowledge and advise on implementation and adoption best practices
Prescriptive Selling: monitor customer goals to identify opportunities for product, services, and feature adoption
Trusted Advisor: build trust and provide prescriptive guidance to maximize customer value
Build Champions & Executive Relationships: identify advocates and gain executive sponsorship using success metrics
Renewal and Expansion Focus: own and forecast renewals, work with sales and deal desk to execute agreements and identify expansion
About LaunchDarkly: helps developers release software faster and safer using feature flags to target experiences, experiment, and optimize

5+ years in a customer-facing role, ideally in scaled/1:many/tech touch onboarding/implementation, account management, customer/partner success, or customer support
Proven success in a 1:many/tech touch/tech-led Customer Success organization
Highly data-driven with experience using product telemetry and growth/risk signals
Experience owning the renewal process and being accountable to a retention quota
Strong discovery and qualification skills; familiarity with MEDDIC or similar methodologies preferred
Strong project management skills and experience holding customers and cross-functional teams accountable to timelines
Experience working with a technical product and interacting with developers; DevOps experience preferred
Exceptional time management and organizational skills
Foundational technical knowledge in the space
Proven ability to advocate for both customers and the company
Entrepreneurial and self-motivated with urgency and comfort in ambiguity
Passion for learning and continuous growth; seeks and gives feedback
Excellent written and spoken communication skills
Organized, autonomous, and able to prioritize a large customer portfolio
Strong sales acumen, negotiation skills, and commercial focus
Natural problem solver and team player