Customer Success Manager, Mid-Market - DX at Atlassian

Responsibilities
About DX

• 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.

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 with up to 30 of DX’s midmarket 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 our Manager of Commercial Customer Success. 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 strategic rather than reactive.

Key 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

What we value at DX

• Companies have all kinds of culture slides. At DX, we want to be very clear about what we care about and how we judge performance. For us, it all boils down to individual mastery, becoming the best at your craft. Those who exhibit this quality will thrive here and be unduly rewarded. We can’t control outcomes due to competitors, the economy, decision-makers, etc., but what we can control is doing our jobs at the highest level possible.

What makes a great fit

• 3-5 years previous Customer Success management experience
• You quietly outwork your peers, you are meticulous and obsessive about details and process
• You perform at a high level consistently, not in spurts
• 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

Bonus points if you…

• Have past startup experience
• Have past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO)