Build Champions & Executive Relationships: You are an expert champion builder.
Requirements
In LaunchDarkly GTM, we are all customer-obsessed and striving for massive year over year growth. Responsibilities:
Technical Guidance: You’ll maintain a deep level of LaunchDarkly product knowledge and be expected to provide customers with direction on implementation and adoption best practices.
Highly Adaptable: You excel in a fast-paced and dynamic organizational setting.
Experience owning the renewal process and being held accountable to a retention quota. This is a commercially oriented Customer Success team.
Strong discovery and qualification skills; training in Command of the Message, MEDDIC or another sales methodology is preferred.
experience holding customers and cross-functional teams accountable to a timeline. •
Experience working on a technical product, ideally interacting with developers or other technical personas as your primary customer.
Experience within the DevOps space preferred. •
Experience with both proactive and reactive customer success motions.
We will teach you all about LaunchDarkly, but you should have an existing level of technical knowledge and know-how.
Proven ability to advocate for both your customers and your company.
Experience
5+ years in a customer-facing role, ideally in account management, customer/partner success or onboarding/implementation with a track record of exceeding targets. •
Benefits
You know how to be the voice of the customer in the company while mediating between the customer's requests and the company's vision. Pay:
Target pay ranges based on Geographic Zones for Level 4:
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 - $1 54,000 - $211,000 **
Zone 3: All other US locations - $ 145,000 - $200,000 **
LaunchDarkly 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.
*Within the United States, our geographic pay zones are defined by counties surrounding major metropolitan areas.
**Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary. About LaunchDarkly:
Contact
To do so, contact People Ops at hr@launchdarkly.com .
Your safety matters to us. To protect yourself from potential scams, LaunchDarkly recruiters will only contact you from @LaunchDarkly .com email addresses or via LinkedIn from "Verified Recruiter" accounts.
Please notify us of any fraudulent representation by sending an email to careers@launchdarkly.com .
Additional details
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 realize value.
The best candidate for this role will be passionate about customer success with a keen interest in software development and DevOps, balanced with a strong sales acumen.
Customer Onboarding: You will shepherd in new customers from the sales handoff through successful activation in the product.
This includes building out success plans to get customers up to speed in the platform, project management through onboarding, helping customers leverage the most appropriate enablement paths and assessing customer’s adoption on an ongoing basis.
Risk Identification and Mitigation: You’ll work to proactively identify and diagnose risk inhibiting adoption or that may cause churn and contraction.
You’ll own building a risk mitigation strategy and coordinating across the account team to effectively steer the customer to success.
Prescriptively Sell: You maintain a pulse on how our customers are tracking against their key goals and outcomes identifying opportunities for customers to purchase additional products, services and adopt new features needed for them to maximize the value of our solution.
Trusted Advisor: You understand your customers like no other and have built enough trust to act as an extension of their team.
You provide prescriptive guidance to customers to help them get the most out of their LaunchDarkly purchase.