Senior Customer Success Manager - West Coast

US West · USD 171,200-235,400 · 5+ years experience · Remote · Posted Oct 19, 2026

At a glance

Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations.
The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:
- Improving the velocity and stability of software releases, without the fear of end customer outages
- Delivering targeted experiences by easily personalizing features to customer cohorts
- Maximizing the business impact of every feature through the ability to experiment and optimize
- Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types

The Senior Customer Success Manager reports directly into the regional CS leader and represents LaunchDarkly as the direct point-of-contact with customers post-sales.
They serve as LaunchDarkly subject-matter experts guiding new and expanding customers towards implementation and adoption while helping them achieve desired use-cases and realize value.

Shepherd in new customers from the sales handoff through successful activation in the product, including building success plans, project management through onboarding, and assessing ongoing adoption.
Proactively identify and diagnose risk inhibiting adoption or causing churn and contraction, and own building a risk mitigation strategy.
Maintain a deep level of LaunchDarkly product knowledge to provide customers with direction on implementation and adoption best practices.
Prescriptively sell by identifying opportunities for customers to purchase additional products, services, and adopt new features.
Act as an extension of the customer team and provide prescriptive guidance to help them maximize the value of their purchase.
Build champions and executive relationships by identifying and supporting key advocates and leveraging success metrics to gain sponsorship at an executive level.
Own a number, forecast on a weekly basis, and work directly with customers, sales, and deal desk to execute renewal agreements on time and identify expansion opportunities.

5+ years in a customer-facing role, ideally in account management, customer/partner success, or onboarding/implementation with a track record of exceeding targets.
Experience owning the renewal process and being held accountable to a retention quota.
Strong discovery and qualification skills.
Strong project management skills with experience holding customers and cross-functional teams accountable to a timeline.
Experience working on a technical product, ideally interacting with developers or other technical personas as your primary customer.