Customer Success Manager, Mid-Market | DX

Customer Success Manager, Mid-Market | 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.

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, Git Hub, 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.

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

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…