Strategic Customer Success Manager
2 months ago
About The Job
As a Strategic Customer Success Manager, you'll lead our mission to enhance customer experiences, build lasting partnerships, and seamlessly integrate LaunchDarkly. You'll collaborate with clients to address technical challenges, align LaunchDarkly with their goals, and create tailored Success Plans. Your role includes optimizing their use of LaunchDarkly, finding innovative integration opportunities, and advising new business units on effective strategies. You'll work closely with our Revenue Account Team to drive mutual value and build strong relationships, promoting advanced use of LaunchDarkly in existing accounts and expanding our networks.
Responsibilities
Plan successful onboarding and adoption with prospective customers: You will meet with customers late in the sales cycle in order to familiarize yourself with their goals and collaborate on a prescriptive success plan that will maximize their time-to-value with LaunchDarkly.
Own the onboarding process for new customers: You will shepherd in new customers from the sales handoff until we’ve met our obligations during the onboarding period. You will educate customers on how to use LaunchDarkly to get the most value and success while adhering to best practices and guiding principles. The goal is to shorten the time to value through successful onboarding
Document: As your customers successfully onboard and adopt our platform, you’ll be responsible for documenting the process so that we are able to validate our success with key stakeholders, demonstrate real value and expand the relationship in partnership with our internal counterparts.
Detect and Diagnose risks and develop plans: You’ll work to proactively identify and diagnose risks that may inhibit a customer’s success and work with the account management team to get the customer back on track. You’ll identify possible churn or contraction risk early and work with the wider account- and renewal management team on mitigation plans.
Prescriptively Sell: Evaluate and analyze customer needs and regularly, maintaining a pulse on how our customers are tracking against their key goals and outcomes. You will identify opportunities for customers to purchase additional products, services and adopt new features needed for them to maximize the value of our solution.
Trusted Advisor: You understand our customers like no other. You’re able to get them to consider additional core services that fit their overall business goals and guide them towards a more advanced and valuable implementation of LaunchDarkly.
Build Champions & Executive Relationships: You will identify & support key advocates within the organization who actively promote the value of LaunchDarkly. In partnership with your Champion, you’re able to leverage success metrics & value driven insights to gain sponsorship at an Executive level.
About You:
Entrepreneurial and Self-Motivated: You are driven and proactive, taking ownership of your role and responsibilities.
Passion for Learning and Growth: You are enthusiastic about continuous learning and personal development at LaunchDarkly.
Intellectual Curiosity and Ambition: You have a hunger for knowledge and strive for ambitious goals.
Excellent Communication: Your written and spoken communication skills are outstanding.
Highly Organized & Autonomous: You are capable of efficiently managing your workload and thrive in an environment that encourages autonomy.
Adaptability: You excel in a fast-paced and dynamic organizational setting.
Innate emotional intelligence, empathy, and negotiation skills - you build trust quickly and maintain it easily
Natural Problem Solver: you have strong intuition and critical thinking skills allowing you to detect problems quickly and either implement tailored solutions or escalate with clarity and tact.
Team Player: You collaborate well with others, know when to pull specialists or leaders in and keep others informed proactively. Win as a team
Qualifications:
5+ years in a customer facing role, ideally in onboarding/implementation, account management, customer/partner success, or customer support, with a track record of top performance.
You are used to project managing customers and holding cross-functional teams accountable to a timeline.
Ability to balance the reactive with the proactive and prescriptive, knowing how and when to drive accountability and urgency with your customers with empathy.
Diplomacy, tact, and poise under pressure when working through customer issues and escalations.
Ability to be an active listener while taking a thoughtful approach to addressing customer concerns, including the creation of customer-facing content for short and long term solutions
Ability to quickly learn technical product use-cases and detect customer cues to effectively position potential solutions.
Ability to successfully advocate for both your customers and your company. You know how to be the voice of the customer in the company while mediating between the customer's requests and the company's vision.
Comfortable with traveling, we do our best work on building relationships when sitting down in person with our customers. You’ll get on the road with the account team to foster a standout customer experience together.
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