Senior Customer Success Manager, Digital Led

Senior Customer Success Manager, Digital Led

Remote - US

The Digital Led Customer Success Manager reports directly to the regional CS leader and represents Launch Darkly as the direct point-of-contact with our customers post-sales. They are Launch Darkly subject‑matter experts, guiding our new and existing customers through implementation and adoption with a heavy focus on 1:many outreach tactics and leveraging data to engage with the right customers at the right time.

This is a relatively new team at Launch Darkly, and the best candidate for this role will have a passion for customer success, experience leveraging data to manage a large customer portfolio, and an interest in helping to build a best‑in‑class Digital Led CS organization while executing at a high level.

• Customer Onboarding: Leverage customer journey data to understand which customers need additional support through onboarding. Drive them to 1:many marketing engagements or work with them 1:1 to ensure all customers in your portfolio are onboarded and activated correctly.
• Risk Identification and Mitigation: Use data and product signals to proactively identify risks. Develop both 1:many and 1:1 risk mitigation strategies and coordinate across the account team to steer customers towards success.
• Technical Guidance: Maintain a deep level of Launch Darkly product knowledge and provide customers with direction on implementation and adoption best practices.
• Prescriptive Selling: Monitor how customers are tracking against their key goals and outcomes. Identify opportunities for customers to purchase additional products, services, and adopt new features to maximize the value of our solution.
• Trusted Advisor: Build trust quickly and provide prescriptive guidance to help customers get the most out of their Launch Darkly purchase.
• Build Champions & Executive Relationships: Identify and support key advocates within customer organizations who actively promote the value of Launch Darkly. Leverage success metrics and value‑driven insights to gain executive sponsorship in partnership with your Champion.
• Renewal and Expansion Focus: Own and forecast the renewal process on a weekly basis. Work directly with customers, sales, and deal desk to execute renewal agreements on time and identify expansion opportunities within accounts.

• Entrepreneurial and Self‑Motivated: You are driven and proactive, taking ownership of your role and responsibilities. You operate with a high level of urgency at all times. You thrive in a highly ambiguous, start up environment. This is a new team at Launch Darkly and you will be helping to build the organization while executing within it!
• Passion for Learning and Growth: You are enthusiastic about continuous learning and personal development  view feedback as a necessity for growth so consistently seek it out and give it.
• Highly Data Driven: You enjoy identifying trends in data and have a proven track record of leveraging data to make informed decision making on behalf of your customers.
• Intellectually Curious: You have a hunger for knowledge and are naturally a question‑asker.
• Excellent Communication: Your written and spoken communication skills are outstanding.
• Organized & Autonomous: You are capable of efficiently managing your workload and have a process for time management. You are able to prioritize a large customer portfolio to engage with the right customers at any given time. You do not require a lot of external direction to organize and manage your workload.
• Strong Sales Acumen: You have a high level of sales acumen, strong negotiation skills and are eager to own a number. This is a commercially focused CS organization.
• Natural Problem Solver: You have strong critical thinking skills and enjoy the process of solving complex customer problems. You are able to elevate issues when necessary in a clear, effective manner.
• Team Player: You collaborate well with others, know when to pull specialists or leaders in and keep others informed proactively. Win as a team!

• Located in the Continental US
• 5+ years in a customer‑facing role, ideally in scaled/1:many/tech touch…