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About the Role
As a Customer Success Manager (CSM), you will partner with DX's customers to drive engineering transformation using Atlassian's platform. You will manage an important segment of customers through implementation, rollout, and renewal, focusing on driving their success, ensuring product utilization, business alignment, and supporting high-value use cases.
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.
- 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 C-level 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
- 3-5 years previous Customer Success management experience, ideally at a startup.
- 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.
- Past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO).
Skills
- Customer Success Management
- Product Expertise
- Customer Lifecycle Management
- Implementation
- Program Success
- Utilization
- Business Alignment
- Use Case Development
- Renewal Management
- Forecasting
- Account Management
- Strategic Planning
- Executive Communication
- Sales Strategy
- Business Development
- Cross-functional Collaboration
- Data Analysis
- Presentation Skills
- Communication Skills
- Relationship Building
- People Management
- Influencing
- Negotiation
Location
- UK
Work Type
- Remote
- Hybrid
- Office-based
Experience Level
- Mid-level
Benefits
- Health and wellbeing resources
- Paid volunteer days
About the Company
- Atlassian's mission is to help unleash the potential of every team through open work.
- DX is headquartered in Salt Lake City, Utah and is one of the fastest-growing SaaS companies globally.
- DX helps engineering leaders build high-performing, productive teams by collecting millions of data points daily, powering insights into developer productivity and experience.
- DX has scaled profitably and grown rapidly—tripling annual recurring revenue in the last several years.
- DX was recently acquired by Atlassian, expanding resources, accelerating growth and R&D, and delivering greater impact to customers.
Equal Opportunity
- Atlassian never discriminates based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
- All information will be kept confidential according to EEO guidelines.
- Accommodations or adjustments can be supported at any stage of the recruitment process.
- Identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.