Head of Customer Success, EMEA

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 Head of EMEA Customer Success, you will lead a group of exceptional Customer Success Managers (CSMs) across the Commercial and Enterprise segments 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’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.

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.

Key Responsibilities

Team leadership & development:
Manage multiple CSMs across Enterprise and Commercial segments. Onboard and continuously develop your team of CSMs and leaders, 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.

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.

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…