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About the Role

We are a team of passionate, 10X performers who are energized by making an impact on our customers and our company. As a CSM, you will be partnering DX’s Enterprise customers to drive engineering transformation using our platform. In this role, you’ll be managing an important segment of our customers through implementation and rollout and the eventual renewal. Along the way, you’ll be focused on driving their success with the program, helping ensure product utilization, business alignment, and that DX is always supporting high-value use cases at the company. You will join a team of collaborative CSMs and reporting to a Enterprise CSM Manager. Everyone on the team is here to do more than just be a great CSM. We’re all working together to build an exceptional customer success function and a generational business, and everyone is extremely close to—and has influence over—important decision-making at the company. This is a special opportunity for the right person. At DX, the challenge isn’t firefighting or dealing with a buggy product. Our challenge is partnering with customers to ensure DX drives real change and positive impact at their company. Every CSM will have a great supporting cast, allowing you to focus on being proactive and Commercial rather than reactive.

Responsibilities

Become a product expert and master the customer success process.
Manage the full customer lifecycle, including implementation, program success, and renewals.
Coordinate and lead internal teams (ProServ, Sales, Support, Solutions Engineering) to support customer needs.
Create and maintain customer success plans, tracking initiatives.
Achieve net renewal and customer expansion targets, accurately forecasting and tracking progress.
Identify and resolve renewal challenges to ensure a high renewal rate.
Establish DX as a key driver for enterprise business goals, integrating DX insights into company workflows.
Arrange and conduct Executive and CxO services discussions aligned with account strategy.
Identify expansion and growth opportunities within accounts by discovering new use cases for DX.
Collaborate with all business functions to ensure customer success.
Proactively track and report key account metrics for success measurement and improvement.

Requirements

5-8 years of Customer Success Management experience.
Consistent high-level performance.
Ability to quickly learn and communicate technical topics and products.
Ability to take ownership, work under pressure, and meet deadlines.
Ability to challenge, recommend, redirect teams, and manage customer expectations.
Excellent presentation, oral and written communication, and relationship-building skills across all management levels.
Excellent people management skills, including influencing, negotiating, and achieving results through indirect reports.
Past startup experience (bonus).
Experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO) (bonus).

Location

Remote
Hybrid
United States

Work Type

Full-time

Experience Level

5-8 years of experience

Salary/Compensations

Zone A: $148,500 - $193,875
Zone B: $133,200 - $173,900
Zone C: $123,300 - $160,975
Eligible for benefits, bonuses, commissions, and equity.

Benefits

Health and wellbeing resources.
Paid volunteer days.
Bonuses.
Commissions.
Equity.

About the Company

Atlassian allows employees to choose their work location (office, home, or hybrid) for greater control over personal and family priorities.
Atlassian hires in any country where it has a legal entity.
DX, headquartered in Salt Lake City, Utah, is a fast-growing SaaS company helping engineering leaders build high-performing teams.
DX collects millions of daily data points to provide insights into developer productivity and experience for companies like Pinterest, GitHub, BNY, and Xero.
DX has scaled profitably, tripling annual recurring revenue in recent years.
DX was recently acquired by Atlassian to expand resources, accelerate growth and R&D, and deliver greater customer impact.
Atlassian's mission is to unleash the potential of every team through software products designed for all types of work.
Atlassian's tools enable team collaboration to achieve what might be impossible alone.

Equal Opportunity

Atlassian believes unique contributions from all employees drive success.
The company 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.