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Senior Customer Success Manager - West Coast

LaunchDarkly· Customer Success
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Remote$0Full-timePosted 5d ago

About the role

Senior Customer Success Manager serving as the post-sales direct point-of-contact in the West Coast region, guiding onboarding, adoption, and value realization for LaunchDarkly customers with a focus on renewal, expansion, and executive sponsorship.

Responsibilities

  • Customer Onboarding: shepherd new customers from sales handoff through activation, build success plans, manage onboarding projects, and assess ongoing adoption.
  • Risk Identification and Mitigation: proactively identify and mitigate adoption risks to prevent churn and contraction; coordinate with account team on risk strategy.
  • Technical Guidance: maintain deep LaunchDarkly product knowledge and provide direction on implementation and adoption best practices.
  • Prescriptively Sell: monitor customer progress against goals and identify opportunities to purchase additional products, services, or features.
  • Trusted Advisor: act as an extension of the customer team, provide prescriptive guidance to maximize value.
  • Build Champions & Executive Relationships: identify and support advocates within customers’ organizations and leverage metrics to gain executive sponsorship.
  • Renewal and Expansion focused: own forecasting, work with sales and deal desk to renew on time, and identify expansion opportunities within accounts.

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 accountable to a retention quota in a commercially oriented CS environment.
  • Strong discovery and qualification skills; training in Command of the Message, MEDDIC, or similar methodologies preferred.
  • Strong project management skills with experience holding customers and cross-functional teams to timelines.
  • Experience with technical products, ideally working with developers; DevOps space experience preferred.
  • Experience with proactive and reactive customer success motions.
  • Existing technical knowledge and ability to learn LaunchDarkly quickly.
  • Proven ability to advocate for both customers and the company; act as voice of the customer while mediating requests with the company's vision.

Skills

Required:Customer success managementSales/negotiationProject managementTechnical product knowledge (LaunchDarkly)

Benefits

  • RSUs, health, vision, and dental insurance, and mental health benefits in addition to salary.
Last updated Oct 21, 2026. Interested? Apply on the company site.
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