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About the Role
As a Customer Success Manager (CSM), you will partner with a small portfolio of DX’s Enterprise customers to drive engineering transformation using our platform. You will manage an important segment of our customers through implementation, rollout, and renewal, focusing on driving their success, ensuring product utilization, business alignment, and supporting high-value use cases. You will join a team of collaborative CSMs reporting to the VP of Customer Experience, contributing to building an exceptional customer success function and a generational business.
Responsibilities
- Become a product expert and a master of our Customer Success process
- Own the full customer lifecycle, from implementation, to driving program success (utilization, business alignment, use case development and fulfillment) and running the renewal
- Effectively coordinate and lead the internal team focused on supporting each customer to ensure our customers get what they need (ProServ, Sales, Support, and Solutions Engineering)
- Create and maintain a customer success plan, tracking success initiatives
- Meet targets for net renewal and customer expansion, accurately forecast renewals and track their progress
- Identify and resolve potential renewal challenges to ensure a high renewal rate
- Establish DX as a key strategic driver of our prospect’s business goals, leading them to integrate DX insights into their company workflows
- Arrange and conduct Executive and CxO services-related discussions according to the account strategy
- Discover opportunities for expansion and growth within accounts by identifying potential use cases where DX can support
- Collaborate closely with all functions of the business to ensure our customers are successful
- Proactively track and report key account metrics to measure success and identify areas for improvement
Requirements
- Customer success management, technical account management, management consulting or account director experience in the Enterprise space
- Quietly outwork your peers, meticulous and obsessive about details and process
- Perform at a high level consistently
- Ability to quickly learn and communicate about technical topics and products
- Ability to take ownership, work under pressure, and meet deadlines on time
- Ability to challenge, recommend, and redirect teams, as well as manage customer expectations
- Excellent presentation, communication (oral & written), and relationship-building skills, across all levels of management
- Excellent people management skills, including the ability to influence, negotiate, and achieve results through others who are not direct reports
Skills
- Product expertise
- Customer Success process mastery
- Customer lifecycle management
- Program success driving
- Renewal management
- Internal team coordination
- Customer success planning
- Forecasting renewals
- Account metrics tracking
- Strategic account management
- Executive and CxO services discussions
- Expansion and growth identification
- Cross-functional collaboration
- Reporting key account metrics
- Startup experience (bonus)
- Technical audience experience (bonus)
Location
- UK
Work Type
- Office, home, or a combination of the two
Experience Level
- Enterprise space experience
Salary/Compensations
- Eligible for commissions and equity
Benefits
- Health and wellbeing resources
- Paid volunteer days
About the Company
- Atlassian is 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.
- 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.
- DX 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.
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.