Strategic Customer Success Manager

The Customer Success Manager reports directly into the regional CS leader and represents Launch Darkly as the direct point‑of‑contact with our customers post‑sales. They guide new and expanding customers toward implementation and adoption, helping them achieve desired use‑cases and realize value. The best candidate will be passionate about customer success, with a keen interest in software development and Dev Ops, balanced with strong sales acumen.

In Launch Darkly GTM, we are all customer‑obsessed and striving for massive year‑over‑year growth.

• Customer Onboarding: shepherd new customers from the sales handoff through successful activation in the product, build success plans, project manage onboarding, support enablement paths, and assess adoption.
• Risk Identification and Mitigation: proactively identify and diagnose adoption risks that may cause churn, build mitigation strategies, and coordinate with the account team.
• Technical Guidance: maintain deep product knowledge and provide customers with direction on implementation and best practices.
• Prescriptively Sell: monitor customer goals, identify upsell opportunities, and recommend additional products, services, or features.
• Trusted Advisor: deepen customer trust, act as an extension of their team, and provide prescriptive guidance to maximize value.
• Build Champions & Executive Relationships: identify and support key advocates, leverage success metrics, and secure executive sponsorship.
• Renewal and Expansion Focused: forecast renewal metrics, collaborate with customers, sales, and deal desk, and uncover expansion opportunities.

• 5+ years in a customer‑facing role, ideally in account management, customer/partner success, or onboarding/implementation with a record of exceeding targets.
• Experience owning the renewal process and meeting a retention quota within a commercially oriented Customer Success team.
• Strong discovery, qualification, and sales methodology skills (e.g., Command of the Message, MEDDIC).
• Strong project management skills with accountability across customers and cross‑functional teams.
• Technical product experience, preferably with developers or other technical personas, and an understanding of the Dev Ops space.
• Experience with both proactive and reactive customer success motions.
• Existing technical knowledge and the ability to quickly learn Launch Darkly’s platform.
• Proven ability to advocate for customers while aligning with company goals, mediating between customer requests and company vision.

• Zone 1:
  San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle - $171,000 - $235,000
• Zone 2:
  Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago - $154,000 - $211,000
• Zone 3:
  All other US locations - $145,000 - $200,000

Launch Darkly operates from a place of high trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skills, experience, and location.

Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.