Senior Customer Success Manager
New
L
LaunchDarklyDevOps software
Remote - US WestFull-TimeSenior
SalaryZone 1: San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle - $171,200 - $235,400; Zone 2: Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago - $154,100 - $211,860; Zone 3: All other US locations - $145,500 - $200,090
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years in a customer-facing role
- Required Skills
- Project ManagementDevOpsCustomer SuccessAccount Management
Requirements
- Have 5+ years of experience in a customer-facing role.
- Bring experience in account management, customer or partner success, or onboarding/implementation, ideally with a track record of exceeding targets.
- Have experience owning renewals and being accountable for a retention quota.
- Demonstrate strong discovery and qualification skills; Command of the Message, MEDDIC, or another sales methodology is preferred.
- Have strong project management skills, including experience holding customers and cross-functional teams accountable to timelines.
- Have experience working with a technical product, ideally with developers or other technical personas as primary customers.
- Bring experience with proactive and reactive customer success motions.
- Have existing technical knowledge and know-how.
- Demonstrate the ability to advocate for customers and the company, including mediating between customer requests and company vision.
Responsibilities
- Guide new customers from sales handoff through product activation and onboarding.
- Build success plans, manage onboarding projects, and assess customer adoption over time.
- Identify adoption risks and potential churn or contraction, then coordinate risk-mitigation strategies across the account team.
- Maintain LaunchDarkly product knowledge and advise customers on implementation and adoption best practices.
- Identify opportunities for customers to purchase additional products or services and adopt relevant features.
- Build trusted customer relationships and provide guidance to help customers realize value from their purchase.
- Identify and support customer advocates, and use success metrics and value insights to gain executive sponsorship.
- Own renewal forecasting and work with customers, sales, and deal desk to complete renewals and identify expansion opportunities.
View Full Description & ApplyYou'll be redirected to the employer's site
