Customer Success Manager, Mid-Market EMEA | DX

Atlassian Corp.; Greater London; Ibrido; GBP 70.000 - 110.000; Tempo pieno

Descrizione del lavoro

At Atlassian, a Customer Success Manager for the Mid-Market EMEA role focuses on driving adoption, program success, and renewals for a key customer segment. You will partner with DX customers, ensuring value realization and alignment with business goals.

The position supports a flexible work model (office, home, or hybrid) with proximity to the UK-based EMEA sales team, and requires 3-5 years in customer success, preferably in a startup environment.

Competenze

• 3-5 years of customer success management experience, ideally at a startup.
• Based in the UK to ensure proximity to the EMEA sales team.
• Strong communication and presentation skills; able to work with executives.

Mansioni

• Become a product expert and a master of our customer success process.
• Own the full customer lifecycle: implementation, program success, renewal.
• Create and maintain a customer success plan with tracked initiatives.
• Meet targets for net renewal and customer expansion, forecast renewals.
• Identify and resolve renewal challenges to maintain high renewal rates.
• Collaborate with all functions to ensure customer success and drive value.

Conoscenze

Customer Success Management

Account growth & renewals

Stakeholder communication

Cross-functional collaboration

Executive relationship management

Descrizione del lavoro

Customer Success Manager, Mid-Market EMEA | DX

Behind every great human achievement, there is a team.

From medicine and space travel, to disaster response and pizza deliveries, our products help teams all over the planet advance humanity through the power of software.

Our mission is to help unleash the potential of every team through open work.

As a CSM, you will be partnering with DX's 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.

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.

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.

Job Duties

You will join a team of collaborative CSMs and reporting to our Manager of SMB 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.

• 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

For this position you will need to be based in the UK, to insure proximity to the rest of the EMEA-based sales team.

• 3-5 years previous Customer Success management experience, ideally at a startup
• 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
• You have past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO)

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.

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.

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