Manager, Customer Success West + APAC

Job Description

As a Manager, Customer Success you will you will have the opportunity to shape our fast-growing Customer Success organization in the West. You'll manage, mentor and coach a team of CSMs and lead the next stage of our evolution. In addition, you will provide strategic direction for CS within our Revenue organization. LaunchDarkly is a rapidly growing software company with a strong mission and vision carried out by a talented and diverse team of employees. Our goal is to help teams build better software, faster. You'll join a small team from companies like Atlassian, Slack, Intercom, and GitHub, and you'll have an immediate impact on our product and customers.

Responsibilities:

• Attract, hire and retain a team of 5 to 7 of Customer Success Managers, including managing high potential individual contributors, ensure rapid onboarding process for new team members, foster collaboration within internal teams and across customer portfolios
• Measure effectiveness of Customer Success Managers, ensuring the team delivers on Key Operational metrics, including Customer Health - Green/Yellow/Red, Adoption (Consumption & Usage), Renewal forecasts, and Upsell / Cross-Sell Potential
• Maximize customer retention (logo and ARR) for all customers in the West region; design and enable best in class Customer Success programs that drive growth, retention and advocacy within accounts
• Implement and manage processes for the Customer Success team with a focus on strategic customer engagement, new user adoption and maximizing retention using success & account plans, onboarding & training programs, and portfolio management best practices
• Design and implement programs for CSMs to working closely with Sales reps and Renewals managers to identify new expansion opportunities and upsell potential within accounts
• Work cross-functionally with other LaunchDarkly stakeholders, such as Sales, Marketing, and Product, to provide customer insight and enable ongoing improvement of products and services
• Embody our core values and identify CSM candidates that align to our unique company culture

Basic Qualifications:

• 5+ years people management experience, with at least 2+ years managing a Customer Success team
• Bachelor’s degree or equivalent
• Demonstrated trajectory of success with people-management, coaching, and up-leveling and amplifying team’s competencies
• Experience managing a team at a company going through a major transition, such as high growth velocity and rapid customer acquisition
• Ability to manage using influence through persuasion, negotiation, and consensus building
• Focus on strategic customer engagement, building customer relationships, and delivering value of our products
• Experience designing, implementing and using Customer Success software platforms, like Catalyst, ChurnZero or Gainsight

Preferred Qualifications:

• Experience with business operations, including Salesforce, Catalyst, and BI tools; adept with creating reports and dashboards
• A background that includes SaaS post-sales implementation, sales, and/or consulting services experience
• Deep understanding of value drivers in recurring revenue business models
• Demonstrated desire for continuous learning and improvement
• An enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Strong leadership skills with validated ability to influence inside and outside of the organization at the highest levels
• Demonstrated success at skillful negotiation and strategy implementation
• Able to balance extraordinary customer empathy with the responsibility of financial and business performance

About LaunchDarkly: LaunchDarkly is a Feature Management Platform that serves hundreds of billions of feature flags daily to help software teams build better software, faster. Feature flagging is an industry-standard methodology of wrapping a new or risky section of code or infrastructure change with a flag. Each flag can easily be turned off independent of code deployment (aka "dark launching"). LaunchDarkly has SDKs for all major web and mobile platforms. We are building a diverse team so that we can offer robust products and services. Our team culture is dynamic, friendly, and supportive. Our headquarters are in Oakland. At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We've partnered with KeyValues to help demonstrate the amazing culture we've built here at LaunchDarkly, find more info at https://www.keyvalues.com/launchdarkly Apply for this job