Principal Customer Success Manager, DX

Working at Atlassian

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 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 DXs most strategic customers to drive engineering transformation using our this role youll be managing an important segment of our customers through implementation and rollout and the eventual renewal. Along the way youll 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 our VP of Customer Experience. Everyone on the team is here to do more than just be a great CSM. Were 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 isnt 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.

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 strategic driver of our prospects 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 cant 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)

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 candidates 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: USD 168300 - USD 219725

Zone B: USD 152100 - USD 198575

Zone C: USD 140400 - USD 183300

This role may also be eligible for benefits bonuses commissions and equity.

Please visit 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 Atlassian

At Atlassian were 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 everyones 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 Experience:

Manager