Senior Manager, Strategic Customer Success

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Verification

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Salary

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401(k) match

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Market context

Median wage (BLS OEWS)

$78,856 national median

Projected growth (BLS Employment Projections)

+0.8% - Slower

115% above the BLS national median for customer success aggregate.

Matched to SOC 11-1021 - Customer Success aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

Shift type

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Weekend work

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Application

Cover letter

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Assessment

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Deadline

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Where they hire

State eligibility is not yet verified.

About this role

Senior Manager, Strategic Customer Success Remote - US About the Job: The Senior Manager of Strategic Customer Success will report to the Director of Customer Success, Americas, and lead a team of Strategic CSMs who serve as the primary point of contact for LaunchDarkly's largest and most critical customers post-sale. 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. Responsibilities: - Team Leadership and Development: Recruit, lead, and develop a high-performing team of CSMs. Provide ongoing coaching, support, and feedback to help the team grow their skills, deliver strong customer outcomes, and consistently meet or exceed expectations. - 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.

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