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About the Role

Lead a team of Customer Success Managers (CSMs) for DX, driving customer satisfaction, adoption, and retention. Develop and execute customer success strategies aligned with growth objectives, prioritizing customer outcomes. Manage a personal customer portfolio to ensure high success rates, renewals, and expansion. Drive customer success, including the renewal and growth of Annual Recurring Revenue (ARR) within this segment, collaborating with leadership to shape a unified customer experience.

Responsibilities

Provide feedback, coaching, and recommendations to CSMs to drive program health within customer accounts.
Ensure the team skillfully executes the DX CSM Playbook, masters the DX Product, and delivers customer value, leading to renewals.
Drive CSMs to be proactive, owning and taking accountability for the customer journey.
Drive outcomes, program health, renewals, and expansion within an assigned personal portfolio.
Onboard and continuously develop CSMs, making them subject matter experts on DX products and services.
Provide coaching, feedback, and mentoring to ensure superior customer experience and team success.
Empower the team to focus on customer outcomes while achieving quarterly and annual targets for net renewals, retention, and expansion.
Proactively monitor customer health and implement risk mitigation strategies to ensure high renewal rates.
Build relationships with key customers, uncover expansion opportunities, and ensure consistent customer value delivery.
Collaborate with Sales, Product, and other departments to enhance customer experience and drive customer success.

Requirements

Consistently perform at a high level with a meticulous approach to customer success.
Thrive in high-pressure, fast-paced environments, owning responsibilities and meeting deadlines.
Quickly learn complex products and clearly articulate technical concepts to both technical and non-technical stakeholders.
Possess strong communication and relationship-building skills, influencing all levels of management.
Excel at managing teams, with proven ability to mentor, coach, and motivate others to achieve results.
Be a cross-functional collaborator, working closely with sales, product, and other teams to achieve common goals.
Past startup experience (bonus).
Past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO) (bonus).

Skills

Customer success
Team management
Coaching and mentoring
DX Product mastery
Communication
Relationship-building
Cross-functional collaboration
Risk mitigation
Sales and expansion

Location

Office
Home
Combination of both
Any country with a legal entity

Work Type

Flexible (office, home, or hybrid)

Experience Level

Manager

Salary/Compensations

Zone A: $148,500 - $193,875
Zone B: $133,200 - $173,900
Zone C: $123,300 - $160,975

Benefits

Eligible for benefits, bonuses, commissions, and equity.
Health and wellbeing resources.
Paid volunteer days.

About the Company

Atlassian enables teams to unleash their potential through software products designed for all types of work, fostering collaboration.
Atlassians have control over supporting family, personal goals, and other priorities, with flexible work options (office, home, or hybrid) in any country with a legal entity.
DX helps companies build world-class engineering organizations by providing deep insights into developer experience and productivity.
DX is a bootstrapped, profitable company experiencing consistent 3X year-over-year growth, trusted by customers like Etsy, Dropbox, Twilio, Pfizer, and Booking Holdings.
At DX, performance is judged by individual mastery and becoming the best at one's craft.

Equal Opportunity

Atlassian believes unique contributions from all Atlassians create success and does not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
All information is kept confidential according to EEO guidelines.
Accommodations or adjustments are supported at any stage of the recruitment process; inform the Recruitment team.