Manager, Strategic Customer Success

Manager, Strategic Customer Success

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

Responsibilities

As the Manager, Strategic Customer Success, you will provide feedback, coaching, and recommendations to CSMs to drive program health within customer accounts. Ensure the team is executing the DX CSM Playbook skillfully, gains mastery of the DX Product, and drives value to customers, resulting in renewal. Drive CSMs to be proactive, ensuring they are owning and taking accountability over the customer journey.

You will also drive outcomes, program health, renewals, and expansion within your assigned personal portfolio.

About DX

DX helps companies build world-class engineering organizations by providing leaders with deep insights into developer experience and productivity. We are a bootstrapped, profitable company experiencing consistent, 3X year-over-year growth. Based in downtown Salt Lake City, we are trusted by customers like Etsy, Dropbox, Twilio, Pfizer, and Booking Holdings.

The Role

We’re a small, highly collaborative team of passionate, top performers focused on delivering real impact for both our customers and our company. As the Manager of the Strategic Customer Success team, you will lead a group of exceptional Customer Success Managers (CSMs) to drive customer satisfaction, adoption, and retention. You’ll develop and execute customer success strategies that align with DX’s growth objectives while ensuring customer outcomes are prioritized. You will also own a small portfolio of customers, ensuring you are driving high success rates which result in renewal and expansion.

You’ll 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'll help shape a unified customer experience and create “unchurnable” customers.

Key Responsibilities

• Team leadership & development: Onboard and continuously develop your team of CSMs, 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.
• Drive customer outcomes: Empower your team to focus on customer outcomes while achieving quarterly and annual targets for net renewals, retention, and expansion.
• Customer health & risk management: Proactively monitor customer health and implement risk mitigation strategies to ensure high renewal rates.
• Upsell and expansion: Build relationships with key customers, uncover opportunities for expansion, and ensure that customer value is consistently delivered.
• Cross-functional collaboration: Collaborate with Sales, Product, and other departments to enhance the customer experience and drive customer success.

What we care about 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.

About You

• You consistently perform at a high level and are meticulous in your approach to customer success.
• You thrive in high-pressure environments, owning your responsibilities and meeting deadlines.
• You are quick to learn and articulate technical concepts clearly to both technical and non-technical stakeholders.
• You have strong communication and relationship-building skills, able to influence at all levels of management.
• You excel at managing teams, with a proven ability to mentor, coach, and motivate others toward achieving results.
• You are a cross-functional collaborator, able to work closely with sales, product, and other teams to achieve common goals.

Bonus points if you

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

Qualifications

Compensation, skills, and benefits information provided separately. Please confirm your specific location's pay zone with your recruiter.

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

• Zone A: $148,500 - $193,875
• Zone B: $133,200 - $173,900
• Zone C: $123,300 - $160,975

This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family, and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

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.

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.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

Key skills/competency

• Customer Success Leadership
• Account Management
• SaaS Sales Cycle
• Strategic Planning
• Customer Retention
• Annual Recurring Revenue (ARR)
• Coaching & Mentoring
• Risk Mitigation
• Cross-functional Collaboration
• Technical Acumen