Senior Customer Success Manager - EMEA

The role

The Customer Success Manager acts as the direct point-of-contact for customers post-sales. You will guide customers through implementation and adoption to help them achieve desired use-cases and realize value.

What you will do

• Shepherd new customers from sales handoff through successful activation.
• Build success plans and manage onboarding projects.
• Identify and diagnose risks inhibiting adoption or causing churn.
• Build risk mitigation strategies and coordinate with account teams.
• Provide technical direction on implementation and adoption best practices.
• Identify opportunities for customers to purchase additional products, services, and features.
• Build champion and executive relationships within customer organizations.
• Execute renewal agreements on time and identify expansion opportunities.
• Forecast on a weekly basis.

Required qualifications

• 5+ years in a customer-facing role, ideally in account management, customer/partner success or onboarding/implementation.
• Track record of exceeding targets.
• Experience owning the renewal process and being held accountable to a retention quota.
• Strong project management skills.
• Experience holding customers and cross-functional teams accountable to a timeline.
• Experience working on a technical product.
• Experience with both proactive and reactive customer success motions.
• Existing level of technical knowledge and know-how.
• Proven ability to advocate for both customers and the company.

Nice to have

• Training in Command of the Message, MEDDIC or another sales methodology
• Experience interacting with developers or other technical personas as primary customer
• Experience within the DevOps space

About the company

LaunchDarkly provides a platform that helps developers innovate on new features faster while protecting them with a safety valve. The platform helps improve the velocity and stability of software releases.