LaunchDarkly
Senior Manager, Strategic Customer Success
USARemotePosted 1 month ago$152,000 – $210,000
Full TimeSeniorRemoteUS
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Job Description
About the Job:The Senior Manager of Strategic Customer Success will report to the Director of Customer Success, Americas, and lead a team of Strategic CSMs who serve as the primary point of contact fo
Key Highlights
- Team Leadership and Development: Recruit, lead, and develop a high-performing team of CSMs. Provide ongoing coaching, support, and feedback to help the team grow their skills, deliver strong customer outcomes, and consistently meet or exceed expectations.
- Strategic Strategy and Execution: Partner closely with the GTM ecosystem and other CS teams to build and operationalize Customer Success programs and playbooks tailored to the Strategic customer segment, ensuring alignment with our global CS frameworks.
- Proactive Customer Insight: Enable the team to understand and act early on leading indicators such as onboarding progress, product adoption, risk signals, and expansion potential, in order to reduce churn and drive growth.
- Operational Execution: Bring operational rigor to the team by organizing around key performance metrics, including NDR and expansion, and running regular forecast and pipeline reviews to ensure we deliver against both short- and long-term goals.
- Leadership: Demonstrated ability to lead and develop high-performing teams.
Qualifications
Required Qualifications
- Experience: Minimum of 12 years in a customer-facing role, with at least 3 years in a leadership or team lead 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.
Skills & Technologies
Go
About the Company
LaunchDarkly
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Job Details
Employment Type
Full Time
Experience Level
Senior
Salary Range
$152,000 – $210,000
Location
USA
Work Mode
Remote
Posted
1 month ago
Country
US