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LaunchDarklySenior Customer Success Manager - EMEA
LaunchDarkly is hiring a Senior Customer Success Manager for the EMEA region to act as the primary point of contact for clients following a sale. Reporting…
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About This Role
LaunchDarkly is hiring a Senior Customer Success Manager for the EMEA region to act as the primary point of contact for clients following a sale. Reporting directly to the regional customer success leader, this position requires an individual who combines a passion for customer success and software development with strong commercial sales acumen. LaunchDarkly provides a software platform designed to help developers accelerate feature delivery, manage risk through instant rollbacks,…
Job Description
LaunchDarkly is hiring a Senior Customer Success Manager for the EMEA region to act as the primary point of contact for clients following a sale. Reporting directly to the regional customer success leader, this position requires an individual who combines a passion for customer success and software development with strong commercial sales acumen. LaunchDarkly provides a software platform designed to help developers accelerate feature delivery, manage risk through instant rollbacks, and control product experiences for targeted customer segments.
In this capacity, you will guide both new and expanding accounts through onboarding, monitor adoption levels, and actively spot and mitigate risks of churn. You will serve as a trusted adviser providing technical direction, fostering executive relationships, and identifying opportunities to expand product usage. This is a commercially oriented role where you will manage revenue metrics, forecast weekly, and collaborate with sales and deal desks to secure timely renewals.
The ideal candidate is autonomous, entrepreneurial, highly adaptable, and possesses a strong drive for continuous learning. You will work closely with other team members to solve complex customer challenges while maintaining a high level of urgency in a fast-paced environment.
Responsibilities
- Manage the onboarding process for new accounts from the initial sales handoff through successful product activation
- Create and implement success plans and project management strategies to keep customers aligned with target timelines
- Identify potential churn risks early and formulate targeted strategies across the account team to mitigate them
- Provide technical guidance and share best practices regarding implementation and adoption
- Identify commercial opportunities to sell additional services, products, and features based on client goals
- Build relationships with key customer advocates and leverage success metrics to secure executive sponsorship
- Own renewal targets and revenue forecasting on a weekly basis while collaborating with sales and deal desks
- Act as the voice of the customer internally while balancing client requests with company vision
Requirements
- Minimum of 5 years of experience in a customer-facing role such as account management, customer success, partner success, implementation, or onboarding
- Proven track record of exceeding professional targets and managing a retention quota
- Experience managing the renewal process and taking commercial ownership of accounts
- Strong discovery, qualification, and project management capabilities
- Background working with technical products, developer personas, or within the DevOps sector
- Demonstrated ability to handle both proactive and reactive customer success motions
Qualifications
- Training in recognized sales methodologies such as Command of the Message or MEDDIC
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location or remote policy for this job?
The specific location and remote status are not stated in the job posting.
What type of employment is this?
This is a full-time position.
What salary does LaunchDarkly offer for this position?
The salary is not specified in the job posting.
What experience is required to apply?
Applicants must have at least 5 years of experience in a customer-facing role like account management or customer success, with a background in technical or developer-focused products.
Sample Interview Questions
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