Strategic Customer Success Manager - Central/West - Remote - US

About the Job:

As a Strategic Customer Success Manager, you'll lead our mission to enhance customer experiences, build lasting partnerships, and seamlessly integrate LaunchDarkly. You'll collaborate with clients to address technical challenges, align LaunchDarkly with their goals, and create tailored Success Plans. Your role includes optimizing their use of LaunchDarkly, finding innovative integration opportunities, and advising new business units on effective strategies. You'll work closely with our Revenue Account Team to drive mutual value and build strong relationships, promoting advanced use of LaunchDarkly in existing accounts and expanding our networks.

Responsibilities:

• Plan successful onboarding and adoption with prospective customers: You will meet with customers late in the sales cycle in order to familiarize yourself with their goals and collaborate on a prescriptive success plan that will maximize their time-to-value with LaunchDarkly.
• Own the onboarding process for new customers: You will shepherd in new customers from the sales handoff until we’ve met our obligations during the onboarding period. You will educate customers on how to use LaunchDarkly to get the most value and success while adhering to best practices and guiding principles. The goal is to shorten the time to value through successful onboarding!
• Document: As your customers successfully onboard and adopt our platform, you’ll be responsible for documenting the process so that we are able to validate our success with key stakeholders, demonstrate real value and expand the relationship in partnership with our internal counterparts.
• Detect and Diagnose risks and develop plans: You’ll work to proactively identify and diagnose risks that may inhibit a customer’s success and work with the account management team to get the customer back on track. You’ll identify possible churn or contraction risk early …