Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Head of Customer Success, EMEA role.
Rezi rewrites your resume against Atlassian's job description. Free.
Tailor your resume to this Head of Customer Success, EMEA role.
Rezi rewrites your resume against Atlassian's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Head of Customer Success, EMEA posting at Atlassian — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Head of Customer Success, EMEA posting at Atlassian — free, in seconds.
About the Role
As the Head of EMEA Customer Success, you will lead a group of exceptional Customer Success Managers (CSMs) across the Commercial and Enterprise segments to drive customer satisfaction, adoption, and retention. You will develop and execute customer success strategies that align with DX’s growth objectives while ensuring customer outcomes are prioritized. You will be responsible for driving customer success, including the renewal and growth of ARR (Annual Recurring Revenue) within this segment. Working closely with the VP of Customer Experience and the CRO, you will help shape a unified customer experience and create “unchurnable” customers.
Responsibilities
- Manage multiple CSMs across Enterprise and Commercial segments.
- Onboard and continuously develop your team of CSMs and leaders, helping them become subject matter experts on DX products and services.
- Provide coaching, feedback, and mentoring to ensure a superior customer experience and team success.
- Empower your 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 opportunities for expansion, and ensure that customer value is consistently delivered.
- Collaborate with Sales, Product, and other departments to enhance the customer experience and drive customer success.
Requirements
- Consistently perform at a high level and are meticulous in your approach to customer success.
- Thrive in high-pressure environments, owning your responsibilities and meeting deadlines.
- Quick to learn and articulate technical concepts clearly to both technical and non-technical stakeholders.
- Strong communication and relationship-building skills, able to influence at all levels of management.
- Excel at managing teams, with a proven ability to mentor, coach, and motivate others toward achieving results.
- A cross-functional collaborator, able to work closely with sales, product, and other teams to achieve common goals.
- Past startup experience is a plus.
- Experience as an L2 leader, managing several teams with competing priorities is a plus.
- Past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO) is a plus.
Skills
- Customer Success Management
- Team Leadership
- Coaching
- Mentoring
- Customer Retention
- Customer Expansion
- Risk Management
- Cross-functional Collaboration
- Communication
- Relationship Building
- Influencing
Location
- EMEA
Work Type
- Office
- Home
- Hybrid
Experience Level
- Head of EMEA Customer Success
Benefits
- Health and wellbeing resources
- Paid volunteer days
About the Company
- DX is headquartered in Salt Lake City, Utah and is one of the fastest-growing SaaS companies globally. We help engineering leaders build high-performing, productive teams. DX collects millions of data points daily, powering insights into developer productivity and experience at companies like Pinterest, GitHub, BNY, Xero, and many more.
- Our business has scaled profitably and grown rapidly—tripling annual recurring revenue in the last several years.
- DX recently closed on its acquisition by Atlassian. By joining Atlassian, we will expand our resources, accelerate growth and R&D, and ultimately deliver greater impact to our customers.
- At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
Equal Opportunity
- We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
- To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
- In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.