146K–235K USD / year
Senior Customer Success Manager - West Coast
Customer successWorkplace — West Coast, United States
Published on 2026-10-19
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About this role
Own the post-sale customer relationship for LaunchDarkly, guiding customers through onboarding, implementation, adoption, and value realization. This commercially focused role also owns retention and renewal forecasting while identifying expansion opportunities.
About the company
LaunchDarkly is a feature management platform that lets teams release, target, and control product features with flags without redeploying code.
What you'll do
- Lead customer onboarding from sales handoff through product activation, including success planning and project management.
- Monitor adoption and identify churn or contraction risks; develop mitigation plans with account teams.
- Provide technical guidance on LaunchDarkly implementation and adoption best practices.
- Identify opportunities for customers to adopt additional products, services, and features.
- Build customer champions and executive relationships using success metrics and value insights.
- Own renewal execution and weekly forecasting, and identify account expansion opportunities.
What we're looking for
- 5+ years in a customer-facing role such as account management, customer success, onboarding, or implementation, with a record of exceeding targets.
- Experience owning renewals and being accountable for a retention quota.
- Strong discovery, qualification, negotiation, and sales skills; comfort owning a number.
- Strong project management skills and experience coordinating customers and cross-functional teams to timelines.
- Technical product experience, ideally serving developers or other technical personas; DevOps experience preferred.
- Experience with proactive and reactive customer success motions.
- Existing technical knowledge and ability to advocate for both customers and the company.
Nice to have
- Training in Command of the Message, MEDDIC, or another sales methodology.
- Experience in the DevOps space.
Benefits
- Restricted Stock Units (RSUs)
- Health, vision, and dental insurance
- Mental health benefits