Account Manager - Customer Success

Overview

Be a part of our success story. Launch offers talented and motivated people the opportunity to do the best work of their lives in a dynamic and growing company. Through competitive salaries, outstanding benefits, internal advancement opportunities, and recognized community involvement, you will have the chance to create a career you can be proud of. Your new trajectory starts here at Launch.

Our Role-Based Consulting (RBC) team delivers outcome-oriented talent solutions—governed, measured, and proactively managed—to help clients run and evolve critical capabilities. RBC is not traditional staffing: we own renewal and expansion, rate integrity, consultant health, and portfolio outcomes, and we partner closely with Consulting and Managed Services to grow the full Launch portfolio.

The Role:

As an Account Manager – Customer Success, you will own a portfolio of enterprise accounts. You will safeguard gross margin dollars (GM$), lead renewals, drive expansions (seats/skills/geos), and act as the day-to-day leader for client relationships and deployed consultants. You will partner with Account Executives (new logos & projects), Recruiting (time to fill/backfills), Delivery/Studios (quality), and Finance/Ops (pricing guardrails).

Join our vibrant and dynamic team for an enriching and engaging professional journey. As part of our exceptional team, you ll thrive within a dynamic and spirited work environment. We are seeking candidates who are fueled by a collective dedication to team triumph, intrinsic motivation, and the ability to excel in a rapidly expanding, competitive, and service-centric culture.

• Own renewal strategy & negotiations; maintain a 2-quarter runway for every account
• Build and execute expansion roadmaps—quantified by incremental GM$
• Run QBRs and executive call plans; convert RBC beachheads into Consulting opportunities
• Protect rate integrity; apply approved rate cards and annual uplifts
• Lead a consultant success cadence (Day 7/30/60/90 check ins, quarterly pulses)
• Maintain impeccable forecast & data hygiene in CRM/PSA; manage risk registers
• Partner cross functionally on backfills, onboarding quality, and red account plans

• Forecast accuracy within ±10% on 90-day view; zero slippage on renewal date
• Consultant retention ≥ 92–95%;
  Time to Fill/Backfill meets SLA
• Documented expansion plans and two executed QBRs per top account

• 1-5 years of customer success/account management experience within consulting or professional services
• Proven track record owning renewals and expansions in complex, multi stakeholder enterprises
• Background in cloud/data/AI platforms or modern software delivery
• Experience bridging RBC ↔ Consulting ↔ Managed Services motions (preferred)
• Executive communication, negotiation, forecasting discipline, and escalation leadership
• Tools:
  Salesforce (or similar), PSA (Projector/Big Time), Power BI/M365

As an employee at Launch, you will grow your skills and experience through a variety of exciting project work (across industries and technologies) with some of the top companies in the world! Our employees receive full benefits—medical, dental, vision, short-term disability, long-term disability, life insurance, and matched 401k. We also have an uncapped, take-what-you-need PTO policy. The base salary range for this role is $50,000 to $70,000 plus variable compensation.

Our Corporate Recruiting team is excited to talk about our open positions and the opportunities to join the Launch team. Even if you are still in the exploratory stage of your job search, we are always looking to network! Connect with our team today and let’s talk more. Launch Consulting is an Equal Opportunity and Affirmative Action employer.