Manager, Digital Customer Success

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.
• Scaled 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 Digital 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.

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