LaunchDarkly

Strategic Customer Success Manager

Work from home

Remote role where the employee must remain based in a particular country.

United States only

From the employer's advert: *Within the United States, our geographic pay zones are defined by counties surrounding major metropolitan areas.

Employer listed it 5 days ago · Added 10 days ago

First listed 10 days ago and still open.

Salary

$171,200 to $235,400

Location

United States only

Timezone

Not stated

Contract

Full-time

Experience

Mid

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Not mentioned in the advert
Where you can work from: Location eligibility not confirmed
Contract: Not mentioned in the advert
Experience asked for: Not mentioned in the advert
Pay: Zone 1: San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle - $171,200 - $235,400 *

Remote flexibility

Work from home

This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.

What the employer says

Source listing states candidate location: "Remote - US"

What Nomaders makes of it

Residency required in United States
Payroll and tax are likely handled in that country only

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Experience: employer states

Written as a nice-to-have

“5+ years in a customer facing role, ideally in account management, customer/partner success or onboarding/implementation with a track record of exceeding targets.”
“Experience working on a technical product ideally interacting with developers or other technical personas as your primary customer.”

Questions worth asking: Nomaders interpretation

The advert does not say where you can be based. Ask which countries they can legally employ or contract you from.
The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

About the Job:

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. In LaunchDarkly GTM, we are all customer-obsessed and striving for massive year-over-year growth.

Responsibilities:

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.

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.

Prescriptively Sell: You will 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.

Build Champions & Executive Relationships: You are an expert champion builder. You consistently work to identify & support key advocates within your customers’ organization who actively promote the value of LaunchDarkly. In partnership with your Champion, you’re able to leverage success metrics & value driven insights to gain sponsorship at an Executive level. Renewal and Expansion focused: You are comfortable owning a number and forecasting on a weekly basis. You will work directly with customers, sales and deal desk to execute renewal agreements on time and to identify expansion opportunities within your accounts

Qualifications:

5+ years in a customer facing role, ideally in account management, customer/partner success or onboarding/implementation with a track record of exceeding targets.

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.

Strong project management skills. You should have 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. 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 - $171,200 - $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* *

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.

Requirements

·5+ years in a customer facing role, ideally in account management, customer/partner success or onboarding/implementation with a track record of exceeding targets.
·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.
·Strong project management skills. You should have 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.

Benefits

No benefits package published with this listing. Ask about it at first interview.

How to apply

1Check the flexibility label above, work from home, matches where you plan to live and work.
2Tailor your CV to the role at LaunchDarkly, mentioning your remote working experience.
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 11d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.