Strategic Customer Success Manager

US · USD 171,200-235,400 · 5+ years experience · Remote · Posted Oct 15, 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 Strategic Customer Success Manager acts as the primary point-of-contact for customers post-sales, guiding them through implementation and adoption.
This role requires a balance of technical knowledge in software development and DevOps with strong sales acumen to drive value and growth.
The manager is responsible for owning renewal and expansion targets while serving as a trusted advisor to customer organizations.

Shepherd new customers from sales handoff through successful product activation.
Build success plans and manage projects to ensure customers reach their desired use-cases.
Proactively identify and mitigate risks that inhibit adoption or cause churn.
Provide technical guidance on implementation and adoption best practices.
Prescriptively sell additional products, services, and features to maximize customer value.
Act as a trusted advisor and extension of the customer's team.
Identify and support key champions within customer organizations.
Leverage success metrics to gain sponsorship at the executive level.
Own a renewal number and forecast on a weekly basis.
Coordinate with sales and deal desk to execute renewal agreements.

5+ years in a customer-facing role, such as account management, customer/partner success, or onboarding/implementation.
Track record of exceeding targets.
Experience owning the renewal process and accountability to a retention quota.
Strong project management skills with experience holding teams accountable to timelines.
Experience working on a technical product, ideally interacting with developers or technical personas.
Experience with both proactive and reactive customer success motions.
Existing level of technical knowledge and know-how.