About the Job:
The Senior Manager of Customer Success will report directly to the Sr Director of Customer Success and will lead a team of High Touch and Digital Led CSMs representing LaunchDarkly as the direct point-of-contact with our EMEA customers post-sales. The ideal candidate will be passionate about innovative approaches to providing a best in class customer experience, as well as a people-first leader with experience growing and developing a CS team through structured enablement programs and a dedication to feedback.
This role is a unique opportunity to shape and lead a team in a growing market at LaunchDarkly, driving both customer success and organizational growth.
Responsibilities:
- Team Leadership and Development: Lead, mentor, and develop a team of CSMs. Provide regular coaching and feedback to ensure the team meets and exceeds performance goals.
- Recruiting: Identify and recruit top talent to effectively scale your team.
- Program Building: Design and execute strategic initiatives aimed at evolving the CS program. This includes building the Digital Led customers success organization as well as looking for ways to continue to improve the High Touch customer success function.
- Revenue Growth: Monitor your team's ability to manage customer onboarding, adoption, risk mitigation, expansion and retention to ensure you are consistently driving towards NDR growth.
- Execution: Organize and manage your team around key performance indicators, including but not limited to NDR and expansion. Run regular forecast reviews to ensure your team delivers against short and long term goals.
- Customer Engagement: Act as a point person for high profile and strategic customers. LaunchDarkly is still a start up environment and the expectation is that everyone continues to be customer focused and customer facing! In fact, one of our core values is “Customers On Speedial”.
Qualifications:
- Experience: Minimum of 8+ years in a customer-facing role, with at least 3+ years in a leadership position within customer success, account management, or a similar field.
- Commercial Acumen: Experience owning the renewal process and being accountable for a retention quota. Strong discovery, qualification, and sales skills; training in Command of the Message, MEDDIC, or similar methodologies is preferred.
- Data Orientation: Experience leveraging data to make decisions about talent, team effectiveness, customer programs, etc.
- Technical Knowledge: Experience working with technical products, preferably within the DevOps space, and interacting with developers or technical personas.
- Project Management: Strong project management skills, with experience holding customers and cross-functional teams accountable to timelines.
About You:
- Leadership: Demonstrated ability to lead and develop high-performing teams.
- Entrepreneurial Spirit: Driven, proactive, and comfortable operating in a highly ambiguous, startup environment.
- Passion for Growth (your own, and your teams): Enthusiastic about continuous learning and personal development. Actively seeks and provides feedback. You consider promoting a team member the best deal you could possibly close!
- Analytical: Enjoys identifying trends in data and making informed decisions about team and customer outcomes.
- Program Builder: Passionate about building high-impact, customer focused programs. Able to build and execute a project plan, holding stakeholders accountable to a timeline.
- Sales oriented: You have experience owning a number and want to continue to do so. Customer Success at LaunchDarkly is a commercial function, you should be excited about having commercial responsibility.
- Problem Solver: Strong critical thinking skills and enjoys solving complex customer problems.
- Team Player: Collaborates well with others, knows when to involve other stakeholders, and proactively keeps others informed.
Pay:
Target pay range for a Level M4 in Ireland: €132,000 - €155,000* On Target Earnings (OTE) includes base pay and commission*
Target pay range for a Level M4 in the UK: £117,000 - £138,000* On Target Earnings (OTE) includes base pay and commission*
*Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.
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, degree level, and location.
About LaunchDarkly:
Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations.
The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:
- Improving the velocity and stability of software releases, without the fear of end customer outages
- Delivering targeted experiences by easily personalizing features to customer cohorts
- Maximizing the business impact of every feature through the ability to experiment and optimize
- Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types
- Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability
At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.
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