Launchdarkly
Manager Of Digital Customer Success
Overview
The Manager of Digital Customer Success will report to the Director of Customer Success, Americas, and lead a team of Digital CSMs who serve as the primary post-sale point of contact for LaunchDarkly’s largest subset of customers.
About Launchdarkly
LaunchDarkly is a feature management platform that empowers development teams to safely deliver and control software through feature flags.
Requirements & Eligibility
- Minimum of 4 years in a customer-facing role, with at least 2 years in a leadership or team lead position within customer success, account management, or a similar field
- Experience owning the renewal process and being accountable for a retention quota
- Experience leveraging data to make decisions about talent, team effectiveness, customer programs
- Background in building scalable programs to positively impact broad cohorts of customers
- Comfortable leveraging AI to scale the impact of proven processes and tools
- Experience working with technical products, preferably within the DevOps space
Key Responsibilities
- Recruit, lead, and develop a high-performing team of CSMs
- Partner closely with the GTM ecosystem and other CS teams to build and operationalize Customer Success programs and playbooks
- Enable the team to understand and act early on leading indicators such as onboarding progress, product adoption, risk signals, and expansion potential
- Bring operational rigor to the team by organizing around key performance metrics, including NDR and expansion
- Serve as the senior advocate for strategic and high-impact customers
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