Senior Manager, Customer Success - EMEA

at  LaunchDarkly

ABOUT THE JOB:

The Senior Manager of Customer Success will report directly to the Sr Director of Customer Success and will lead a team of High Touch and Digital Led CSMs representing LaunchDarkly as the direct point-of-contact with our EMEA customers post-sales. The ideal candidate will be passionate about innovative approaches to providing a best in class customer experience, as well as a people-first leader with experience growing and developing a CS team through structured enablement programs and a dedication to feedback.
This role is a unique opportunity to shape and lead a team in a growing market at LaunchDarkly, driving both customer success and organizational growth.

QUALIFICATIONS:

• Experience: Minimum of 8+ years in a customer-facing role, with at least 3+ years in a leadership 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.

• Team Leadership and Development: Lead, mentor, and develop a team of CSMs. Provide regular coaching and feedback to ensure the team meets and exceeds performance goals.
• Recruiting: Identify and recruit top talent to effectively scale your team.
• Program Building: Design and execute strategic initiatives aimed at evolving the CS program. This includes building the Digital Led customers success organization as well as looking for ways to continue to improve the High Touch customer success function.
• Revenue Growth: Monitor your team’s ability to manage customer onboarding, adoption, risk mitigation, expansion and retention to ensure you are consistently driving towards NDR growth.
• Execution: Organize and manage your team around key performance indicators, including but not limited to NDR and expansion. Run regular forecast reviews to ensure your team delivers against short and long term goals.
• Customer Engagement: Act as a point person for high profile and strategic customers. LaunchDarkly is still a start up environment and the expectation is that everyone continues to be customer focused and customer facing! In fact, one of our core values is “Customers On Speedial”.