Principal Customer Success Manager - DX
Working at Atlassian
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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 rapidlytripling 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 a small portfolio of DX's most Commercial 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 the Manager of Strategic 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 toand has influence overimportant 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 Commercial 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 Commercial 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
- 7+ years of customer success management, technical account management, management consulting or account director experience in the Enterprise space.
- 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)
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.
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.
This role may also be eligible for benefits, bonuses, commissions, and equity.
In The Americas, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $176,400 - $230,300
Zone B: $158,760 - $207,270
Zone C: $146,412 - $191,149
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.
In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.