Client Success Program Manager

2 weeks ago

Little Ferry, New Jersey, United States LaunchDarkly Full time
About The Role:

As a Customer Success Strategist, you will spearhead our commitment to improving client interactions, fostering enduring partnerships, and integrating LaunchDarkly seamlessly into their operations.

You will work alongside clients to tackle technical obstacles, align LaunchDarkly with their objectives, and formulate customized Success Plans.

Your responsibilities will include enhancing their utilization of LaunchDarkly, discovering innovative integration possibilities, and advising new business units on effective methodologies.

Collaboration with our Revenue Account Team will be essential to drive shared value and cultivate robust relationships, promoting advanced utilization of LaunchDarkly within existing accounts and broadening our networks.

Key Responsibilities:

Facilitate Effective Onboarding: Engage with customers towards the end of the sales process to understand their objectives and collaborate on a tailored success strategy that optimizes their time-to-value with LaunchDarkly.

Oversee Customer Onboarding: Manage the onboarding journey for new clients, ensuring a smooth transition from sales handoff to fulfilling our commitments during the onboarding phase.

Educate clients on leveraging LaunchDarkly for maximum value while adhering to best practices and guiding principles, aiming to reduce time to value through successful onboarding.

Documentation:

As clients successfully onboard and adopt our platform, you will be responsible for documenting the process to validate our success with key stakeholders, demonstrating tangible value, and expanding the relationship in collaboration with our internal teams.

Risk Management: Proactively identify and address risks that may hinder a customer's success, collaborating with the account management team to realign the customer.

Detect potential churn or contraction risks early and work with the broader account and renewal management team on mitigation strategies.

Proactive Selling:

Assess and analyze customer needs regularly, maintaining awareness of how clients are progressing against their key goals and outcomes.

Identify opportunities for clients to acquire additional products, services, and adopt new features necessary to maximize the value of our solutions.

Trusted Advisor Role:

Develop a deep understanding of our clients' needs. You will guide them to consider additional core services that align with their overall business objectives and lead them towards a more advanced and valuable implementation of LaunchDarkly.

Champion Building & Executive Engagement:

Identify and support key advocates within the organization who actively promote the value of LaunchDarkly. Partnering with your Champion, leverage success metrics and value-driven insights to gain sponsorship at the executive level.

About You:

Self-Motivated and Entrepreneurial: You are proactive and take ownership of your responsibilities.

Passionate About Learning: You are enthusiastic about continuous learning and personal development within LaunchDarkly.

Intellectually Curious: You possess a strong desire for knowledge and strive for ambitious goals.

Exceptional Communication Skills: Your written and verbal communication abilities are outstanding.

Highly Organized and Independent: You efficiently manage your workload and thrive in an autonomous environment.

Adaptable: You excel in a fast-paced and dynamic organizational context, demonstrating emotional intelligence, empathy, and negotiation skills to build and maintain trust.

Natural Problem Solver: You possess strong intuition and critical thinking skills, enabling you to quickly identify issues and implement tailored solutions or escalate with clarity.

Collaborative Team Player: You work well with others, knowing when to involve specialists or leaders and keeping others informed proactively.

Qualifications:

5+ years in a customer-facing role, ideally in onboarding/implementation, account management, customer/partner success, or customer support, with a proven track record of high performance.

Experience in project managing clients and holding cross-functional teams accountable to timelines.

Ability to balance reactive and proactive approaches, knowing how and when to drive accountability and urgency with empathy.

Demonstrated diplomacy, tact, and composure under pressure when addressing customer issues and escalations.

Active listening skills and a thoughtful approach to resolving customer concerns, including creating customer-facing content for both short and long-term solutions.

Ability to quickly grasp technical product use cases and detect customer cues to effectively position potential solutions.

Proficient in advocating for both customers and the company, acting as the voice of the customer while mediating between their requests and the company's vision.

Willingness to travel to foster strong relationships with clients.

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