The ideal candidate is a people-first leader who is passionate about delivering an exceptional customer experience, brings an innovative approach to Customer Success, and thrives in a fast-paced, high-growth environment.
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.
Provide ongoing coaching, support, and feedback to help the team grow their.
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.
Customer Engagement: Serve as the senior advocate for strategic and high-impact customers.
Oversee critical engagements and escalations, and ensure customer needs and insights inform internal decisions.
LaunchDarkly is a startup environment, and everyone stays close to customers - one of our core values is “Customers On Speedial.
” About You: Leadership: Demon.