Strategic Customer Success Manager
New
L
LaunchDarklySoftware DevOps
Remote - USFull-TimeSenior
Salary145,000 - 235,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementDevOpsAccount ManagementCustomer Success
Requirements
- 5+ years in a customer-facing role (account management, customer/partner success, or onboarding/implementation).
- Track record of exceeding targets.
- Experience owning the renewal process and accountability to a retention quota.
- Strong discovery and qualification skills.
- Training in Command of the Message, MEDDIC, or similar sales methodology.
- Strong project management skills with experience holding teams accountable to timelines.
- Experience with technical products and interacting with developers/technical personas.
- Familiarity with DevOps space.
- Experience with both proactive and reactive customer success motions.
Responsibilities
- Customer Onboarding: Shepherd new customers from sales handoff through successful activation.
- Risk Identification and Mitigation: Proactively identify churn risk and coordinate across teams to steer customer success.
- Technical Guidance: Provide implementation and adoption best practices for the product.
- Prescriptively Sell: Identify opportunities to purchase additional products and adopt new features.
- Trusted Advisor: Act as an extension of the customer team to provide prescriptive guidance.
- Build Champions & Executive Relationships: Identify key advocates and gain executive sponsorship.
- Renewal and Expansion focused: Own a number, forecast weekly, and execute renewal agreements.
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