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Senior Customer Success Manager - EMEA

LaunchDarkly· Customer Success
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Hybrid (EMEA)full-timePosted 3w ago

About the role

Senior Customer Success Manager for the EMEA region, responsible for post-sales customer success, onboarding, adoption, renewal and expansion, with a focus on LaunchDarkly's platform and value realization.

Responsibilities

  • Customer Onboarding: shepherd new customers from sales handoff through activation, build success plans, manage onboarding projects, guide enablement paths and monitor ongoing adoption.
  • Risk Identification and Mitigation: proactively identify and diagnose adoption or churn risks, build risk mitigation strategy, coordinate with account team.
  • Technical Guidance: maintain deep product knowledge and advise on implementation and adoption best practices.
  • Prescriptively Sell: monitor customer progress toward goals and identify opportunities to purchase additional products, services, or new features.
  • Trusted Advisor: act as an extension of the customer team, provide prescriptive guidance to maximize value.
  • Build Champions & Executive Relationships: identify advocates, leverage success metrics to gain executive sponsorship.
  • Renewal and Expansion focused: own forecast and renewal/expansion opportunities with customers, working with sales and deal desk.

Qualifications

  • 5+ years in a customer-facing role (account management, customer/partner success or onboarding/implementation) with a track record of exceeding targets.
  • Experience owning the renewal process and retention quota in a commercially oriented CS environment.
  • Strong discovery and qualification skills; training in Command of the Message, MEDDIC or similar sales methodology preferred.
  • Strong project management skills with experience holding customers and cross-functional teams accountable to timelines.
  • Experience with a technical product, interacting with developers or technical personas; DevOps space preferred.
  • Experience with both proactive and reactive customer success motions.
  • Existing level of technical knowledge about LaunchDarkly or willingness to learn; ability to advocate for customers and the company.

Skills

Required:Customer onboardingRisk managementTechnical guidance/product knowledgeExecutive relationship buildingRenewal & expansion forecasting
Nice to have:Presales / upsell
Last updated Sep 30, 2026. Interested? Apply on the company site.
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