Customer Success Manager

About Atlassian

Atlassian offers flexibility in work arrangements, allowing employees to choose between working in an office, from home, or a hybrid model. This empowers employees to better support their personal and family goals. Atlassian hires individuals in any country where they have a legal entity.

About DX

DX, headquartered in Salt Lake City, Utah, is a rapidly growing SaaS company focused on helping engineering leaders build high-performing teams. DX analyzes millions of daily data points to provide insights into developer productivity and experience for leading companies. The company has achieved profitable growth, tripling its annual recurring revenue in recent years. DX has been acquired by Atlassian, which will enhance resources, accelerate growth and R&D, and increase customer impact.

About The Role

This role is for a passionate individual who thrives on making a significant impact. As a Customer Success Manager (CSM), you will partner with up to 30 mid-market customers to drive engineering transformation using DX's platform. You will manage the customer lifecycle, from implementation and rollout to renewal, focusing on driving product utilization, business alignment, and supporting high-value use cases. You will join a collaborative team reporting to the Manager of Commercial Customer Success. The team is dedicated to building an exceptional customer success function and a lasting business, with significant influence over key company decisions. This is a unique opportunity to partner with customers to drive real change and positive impact, with a supportive team enabling a proactive and strategic approach.

Responsibilities

• Become an expert in the product and customer success processes.
• Own the entire customer lifecycle: implementation, driving program success (utilization, business alignment, use case development), and managing renewals.
• Coordinate and lead internal teams (ProServ, Sales, Support, Solutions Engineering) to ensure customer needs are met.
• Develop and maintain customer success plans and track initiatives.
• Achieve net renewal and customer expansion targets, accurately forecasting renewals.
• Identify and resolve potential renewal challenges to maintain a high renewal rate.
• Position DX as a strategic driver of business goals, encouraging integration of DX insights into workflows.
• Arrange and conduct Executive and CxO services-related discussions based on account strategy.
• Identify expansion and growth opportunities within accounts by discovering new use cases.
• Collaborate with all business functions to ensure customer success.
• Proactively track and report key account metrics for success measurement and improvement identification.

What we value at DX

DX prioritizes individual mastery and becoming the best in one's craft. High performers who exhibit this quality will thrive and be rewarded. The focus is on performing jobs at the highest level, as outcomes can be influenced by external factors.

What Makes a Great Fit

• 5-7 years of previous Customer Success Management experience.
• Demonstrated ability to consistently outwork peers with meticulous attention to detail and process.
• Proven track record of high-level performance.
• Ability to quickly learn and communicate technical topics and products.
• Capacity to take ownership, work under pressure, and meet deadlines.
• Skill in challenging, recommending, and redirecting teams, while managing customer expectations.
• Excellent presentation, communication (oral & written), and relationship-building skills across all management levels.
• Strong people management skills, including influencing, negotiating, and achieving results through others.

Bonus points if you…

• Have prior startup experience.
• Have experience working with technical audiences (Platform Engineering, VP Engineering, CTO, CIO).

Qualifications

(Not specified in the description)

Compensation

At Atlassian, compensation is designed to be equitable, explainable, and competitive. The baseline salary range is set higher than the typical market range, with most candidates hired near this baseline. Base pay is determined by skills, expertise, and experience. The United States has three geographic pay zones. This role may be eligible for benefits, bonuses, commissions, and equity. Refer to go.atlassian.com/payzones for more information on pay zones.

Benefits & Perks

Atlassian offers comprehensive benefits and perks to support employees, their families, and community engagement, including health and wellbeing resources and paid volunteer days. Visit go.atlassian.com/perksandbenefits for details.

About Atlassian

At Atlassian's core is the mission to unleash the potential of every team. Their software products facilitate teamwork globally, enabling teams to achieve together what may be impossible alone. Atlassian values the unique contributions of all employees, ensuring diverse perspectives shape their products and culture. They are committed to non-discrimination based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status, with all information kept confidential per EEO guidelines. Atlassian provides accommodations or adjustments during the recruitment process upon request. Learn more about their culture and hiring process at go.atlassian.com/crh.

Key skills/competency

Customer Success Manager, Account Management, Customer Lifecycle Management, SaaS, Implementation, Renewal Management, Product Adoption, Upselling, Customer Relationship Management, Technical Product Knowledge.