Customer Success Manager

LaunchDarkly·Oakland, CA

Taek Yun

Taek Yun Hiring

Recruiter ·LaunchDarkly ·

The Customer Success team partners with our customers to ensure they are successfully using our service, adopt it widely in their Enterprise and are continually deriving business value from LaunchDarkly. Part product expert and part business partner, our LaunchDarkly Customer Success Managers are primarily focused on expanding the use of LaunchDarkly within existing accounts.

You'll work closely with Enterprise customers to discover their technical challenges and business objectives, and then help them use LaunchDarkly to achieve their corporate goals. To accomplish this, you will create strategic customer success plans for each customer to identify areas that they can improve their use of LaunchDarkly, uncover new uses for our product and expand in the account. You may also work with Account Executives to advise prospective customers on the best way to launch LaunchDarkly in their company.

What you'll do:

  • Identify expansion opportunities in accounts and partner with Account Executives to close expansion deals
  • Meet with customers to understand and document their goals and objectives
  • Create success metrics and develop a strategic success plan to achieve the customer goals and objectives
  • Become a domain expert on LaunchDarkly architecture
  • Coach customers to be product experts and train their teams on LaunchDarkly methodologies so they become increasingly self-sufficient
  • Track the health of all customers in your portfolio and prioritize activity based on outcomes
  • Identify common challenges, proactively suggest improvement to existing processes, and deliver best practices to customers to help deliver maximum value of our products
  • Utilize existing customer on-boarding process and work with product marketing to create new on-boarding assets
  • Partner with our marketing team to drive customer advocacy activity including references, case studies, meetups, etc Who you are:
  • 5+ years of experience in a customer-facing sales, customer success, professional services or strategic consulting organization
  • Self-motivated, proactive team player with innovative ideas to inspire customer growth, loyalty and adoption
  • Strong interpersonal skills and experience building durable internal and external relationships
  • Consistent track record of highly-professional customer engagement in a fast paced, dynamic environment
  • Diplomacy, tact, and poise under pressure when working through customer issues and escalations
  • Willingness to travel up to 50%

You may also know (bonus skills):

  • Experience applying technical expertise to improve business outcomes
  • Process-focused, with strong problem-solving ability
  • Comfortable demonstrating product functionality; ability to provide comprehensive overview of key business use cases
  • Ability to listen well and take a thoughtful approach to addressing customer
  • Bachelor’s Degree or equivalent
  • Thrives in fast-paced environment

About LaunchDarkly: LaunchDarkly is a Feature Management Platform that serves over 25 billion feature flags daily to help software teams build better software, faster. Feature flagging is an industry standard methodology of wrapping a new or risky section of code or infrastructure change with a flag. Each flag can easily be turned off independent of code deployment (aka ”dark launching”). LaunchDarkly has SDKs for all major web and mobile platforms. We are building a diverse team so that we can offer robust products and services. Our team culture is dynamic, friendly, and supportive.

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, sexual orientation, age, marital status, veteran status, or disability status.


Business Development
Full Time
Enterprise SaaS Customer Success