Senior Customer Success Manager - EMEA

About the role

LaunchDarkly is a platform that helps developers test and roll out features safely. The Customer Success Manager reports directly into the regional CS leader and represents LaunchDarkly as the post-sales point of contact, guiding customers toward implementation and adoption. The best candidate is passionate about customer success with an interest in software development and DevOps, balanced with strong sales acumen.

What you'll do

• Lead onboarding from the sales handoff to successful activation in the product, including building success plans and guiding onboarding.
• Proactively identify and mitigate adoption risks and coordinate across the account team to steer customers to success.
• Provide technical guidance on implementation and adoption best practices based on deep product knowledge.
• Prescriptively sell by identifying opportunities for additional products, services and features to maximize value.
• Build champions and executive relationships within customers to gain sponsorship and demonstrate value.
• Own renewal and expansion with weekly forecasting and collaboration with sales and deal desk.

What they're looking for

• 5+ years in a customer-facing role with a track record of exceeding targets.
• Experience owning the renewal process and being held accountable to a retention quota.
• Strong discovery and qualification skills; training in MEDDIC or another sales methodology is preferred.
• Strong project management skills with the ability to hold customers and cross-functional teams to a timeline.
• Experience working on a technical product, ideally interacting with developers or other technical personas; DevOps space preferred.
• Proven ability to advocate for both customers and the company and to be the voice of the customer.

For applicants in Nigeria

• The listing states worldwide eligibility for this remote role.
• The listing does not specify a Nigeria specific timezone requirement; confirm before interviewing.
• The listing does not specify whether hires are contractors or employees; confirm during interview.
• The listing does not specify pay currency or range; confirm compensation details.
• The listing does not mention visa or work authorization requirements; confirm if needed.