Head of Customer Success, EMEA

Overview

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.

Responsibilities

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.

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.

What we care about 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.

Qualifications

About You

• 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 other teams to achieve common goals.

Bonus points if you

• Have past startup experience

• Have been an L2 leader, managing several teams with competing priorities

• Have past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO)

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.

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