[All remote jobs](https://jobicy.com/jobs.md)[![LaunchDarkly logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/115b7a27-221.jpg)](https://jobicy.com/company/launchdarkly.md)[LaunchDarkly](https://jobicy.com/company/launchdarkly.md) # Senior Customer Success Manager – West Coast Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/launchdarkly.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 145,500–235,400 / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished1 Nov 2026Apply before1 Dec 2026Listing views62Application actions4Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. LaunchDarkly is seeking a Senior Customer Success Manager to guide West Coast customers from post-sales onboarding through adoption, renewal, and expansion. The role owns success planning, risk mitigation, technical implementation guidance, executive stakeholder relationships, and weekly commercial forecasting. It requires at least five years of customer-facing SaaS experience, with accountability for retention or renewal targets and exposure to technical products serving developers. The successful candidate combines consultative selling, project management, DevOps fluency, and strong cross-functional collaboration. This is a commercially focused senior customer-success role in a fast-paced growth environment. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe position combines technical product adoption with ownership of retention, renewals, expansion, and forecasting. Managing complex customer stakeholders and proactively preventing churn requires substantial commercial judgment and independent execution. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$190,450US market range (per year)$145k–$225k0$247.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. The employer discloses a US geographic target-pay range of $145,500–$235,400 per year across three pay zones. The annual period is inferred because the listing provides no explicit cadence, but the amounts and full-time senior US SaaS context strongly support annual base salary. A reasonable estimated US market range for a senior commercially focused customer-success manager in a technical SaaS company is $145,000–$225,000 per year; RSUs and benefits are stated as additional to salary. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[Customer Onboarding](https://jobicy.com/jobs?search_keywords=Customer%20Onboarding.md)[Renewal Management](https://jobicy.com/jobs?search_keywords=Renewal%20Management.md)[Account Expansion](https://jobicy.com/jobs?search_keywords=Account%20Expansion.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Risk Mitigation](https://jobicy.com/jobs?search_keywords=Risk%20Mitigation.md)[Executive Stakeholder Management](https://jobicy.com/jobs?search_keywords=Executive%20Stakeholder%20Management.md)[Consultative Selling](https://jobicy.com/jobs?search_keywords=Consultative%20Selling.md)[Sales Forecasting](https://jobicy.com/jobs?search_keywords=Sales%20Forecasting.md)[Project Management](https://jobicy.com/jobs?search_keywords=Project%20Management.md)[DevOps](https://jobicy.com/jobs?search_keywords=DevOps.md)[Technical Product Adoption](https://jobicy.com/jobs?search_keywords=Technical%20Product%20Adoption.md)[MEDDIC](https://jobicy.com/jobs?search_keywords=MEDDIC.md)[Negotiation](https://jobicy.com/jobs?search_keywords=Negotiation.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md) Sample interview questionsHow have you identified and mitigated churn risk within a strategic customer account?I use a structured health assessment that combines product-adoption data, achievement of agreed outcomes, stakeholder engagement, support trends, and commercial milestones. When I identify risk, I document its root cause, align internal owners to a time-bound recovery plan, and hold regular customer checkpoints to verify progress and restore confidence. Describe how you would create a success plan for a newly signed technical customer. I would begin with discovery to confirm the customer’s business objectives, technical use cases, stakeholders, implementation dependencies, and measures of success. I would translate those findings into a phased plan with owners, milestones, enablement resources, adoption metrics, and executive review points, then revisit the plan as priorities evolve. What is your approach to finding expansion opportunities without compromising the trusted-advisor relationship? I focus first on the customer’s stated outcomes and gaps that limit value realization. When an additional product, service, or feature directly addresses a validated need, I present it as a recommendation supported by usage data, expected impact, and a clear implementation path rather than as a generic sales pitch. How do you communicate effectively with both developers and executive sponsors? With technical teams, I use precise language about implementation, workflows, dependencies, and best practices. With executives, I connect adoption and technical progress to business outcomes such as delivery velocity, risk reduction, efficiency, and return on investment, tailoring the level of detail to the audience. Tell us about a time you managed competing customer priorities in a fast-paced environment. I prioritized accounts using customer impact, renewal timing, risk severity, and strategic value, while making trade-offs visible to stakeholders. I established clear next steps, delegated or involved specialists where needed, and maintained proactive communication so customers and internal teams understood ownership and timelines. Opportunity details ## About this role. ### About the Job: The Senior Customer Success Manager reports directly into the regional CS leader and represents LaunchDarkly as the direct point-of-contact with our customers post-sales. They are LaunchDarkly subject-matter experts guiding our new and expanding customers towards implementation and adoption and helping them achieve their desired use-cases and realize value. The best candidate for this role will be passionate about customer success with a keen interest in software development and DevOps, balanced with a strong sales acumen. In LaunchDarkly GTM, we are all customer-obsessed and striving for massive year over year growth. ### Responsibilities: * Customer Onboarding: You will shepherd in new customers from the sales handoff through successful activation in the product. This includes building out success plans to get customers up to speed in the platform, project management through onboarding, helping customers leverage the most appropriate enablement paths and assessing customer’s adoption on an ongoing basis. * Risk Identification and Mitigation: You’ll work to proactively identify and diagnose risk inhibiting adoption or that may cause churn and contraction. You’ll own building a risk mitigation strategy and coordinating across the account team to effectively steer the customer to success. * Technical Guidance: You’ll maintain a deep level of LaunchDarkly product knowledge and be expected to provide customers with direction on implementation and adoption best practices. * Prescriptively Sell: You maintain a pulse on how our customers are tracking against their key goals and outcomes identifying opportunities for customers to purchase additional products, services and adopt new features needed for them to maximize the value of our solution. * Trusted Advisor: You understand your customers like no other and have built enough trust to act as an extension of their team. You provide prescriptive guidance to customers to help them get the most out of their LaunchDarkly purchase. * Build Champions & Executive Relationships: You are an expert champion builder. You consistently work to identify & support key advocates within your customers’ organization who actively promote the value of LaunchDarkly. In partnership with your Champion, you’re able to leverage success metrics & value driven insights to gain sponsorship at an Executive level. * Renewal and Expansion focused: You are comfortable owning a number and forecasting on a weekly basis. You will work directly with customers, sales and deal desk to execute renewal agreements on time and to identify expansion opportunities within your accounts ### About You: * Entrepreneurial and Self-Motivated: You are driven and proactive, taking ownership of your role and responsibilities. You operate with a high level of urgency at all times. You thrive in a fast paced, start-up environment. * Passion for Learning and Growth: You are enthusiastic about continuous learning and personal development at LaunchDarkly. You view feedback as a necessity for growth so consistently seek it out and give it. * Intellectual Curiosity: You have a hunger for knowledge and are naturally a question-asker. * Excellent Communication: Your written and spoken communication skills are outstanding. * Organized & Autonomous: You are capable of efficiently managing your workload and have a process for time management. You do not require a lot of external direction to prioritize your work. * Highly Adaptable: You excel in a fast-paced and dynamic organizational setting. * Strong Sales Acumen: You have a high level of sales acumen, strong negotiation skills and are eager to own a number. This is a commercially focused CS organization. * Natural Problem Solver: You have strong critical thinking skills and enjoy the process of solving complex customer problems. You are able to escalate issues when necessary in a clear, effective manner. * Team Player: You collaborate well with others, know when to pull specialists or leaders in and keep others informed proactively. Win as a team! ### Qualifications: * 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. This is a commercially oriented Customer Success team. * Strong discovery and qualification skills; training in Command of the Message, MEDDIC or another sales methodology is preferred. * Strong project management skills. You should have 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. Experience within the DevOps space preferred. * Experience with both proactive and reactive customer success motions. * We will teach you all about LaunchDarkly, but you should have an existing level of technical knowledge and know-how. * Proven ability to advocate for both your customers and your company. You know how to be the voice of the customer in the company while mediating between the customer’s requests and the company’s vision. Pay: Target pay ranges based on Geographic Zones* for Level 4: * Zone 1: San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle – $171,200 – $235,400** * Zone 2: Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago – $154,100 – $211,860** * Zone 3: All other US locations – $145,500 – $200,090** LaunchDarkly operates from a place of high trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skills, experience, and location. *Within the United States, our geographic pay zones are defined by counties surrounding major metropolitan areas. **Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary. ### About LaunchDarkly: 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 * Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability At LaunchDarkly, we believe in the power of teams. We’re building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. LD invites any applicant to review our written Affirmative Action Plan. To do so, contact People Ops at [hr@launchdarkly.com](mailto:hr@launchdarkly.com). Do you need a disability accommodation? Fill out this [accommodations request form](https://docs.google.com/forms/d/e/1FAIpQLSdYb_7upYMtdRVXzvXGHGfQw0pU2FNma-6Rwp-I6NjKm7SYNw/viewform) and someone from our People Operations team will contact you for assistance. Your safety matters to us. To protect yourself from potential scams, LaunchDarkly recruiters will only contact you from [@LaunchDarkly](https://launchdarkly.slack.com/team/UKEE4GBS6).com email addresses or via LinkedIn from “Verified Recruiter” accounts. Be cautious of emails from other domains. Legitimate LaunchDarkly recruiters will never ask for money, fees, or banking information before making a job offer. LaunchDarkly will never make a job offer without conducting a formal interview process. Our interview process does not involve asking detailed questions by email. If you are ever unsure about a communication that you receive, don’t click any links—visit [Careers | LaunchDarkly](https://launchdarkly.com/careers/) directly for confirmed job openings and links to apply. Please notify us of any fraudulent representation by sending an email to [careers@launchdarkly.com](mailto:careers@launchdarkly.com). 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