Manager, Commercial Customer Success

Responsibilities

• Provide feedback, coaching and recommendations to CSMs in order to drive program health within customer accounts.
• Ensure the team is executing the DX CSM Playbook skillfully, gains mastery of the DX Product, and drives value to customers, resulting in renewal.
• Drive CSMs to be proactive, ensuring they are owning and taking accountability over the customer journey.
• Drive outcomes, program health, renewals and expansion within assigned personal portfolio.

About DX

DX helps companies build world-class engineering organizations by providing leaders with deep insights into developer experience and productivity. We are a bootstrapped, profitable company experiencing consistent, 3X year-over-year growth. Based in downtown Salt Lake City, we are trusted by customers like Etsy, Dropbox, Twilio, Pfizer, and Booking Holdings.

The Role

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 Manager of the Commercial Customer Success teams, you will lead a group of exceptional Customer Success Managers (CSMs) to drive customer satisfaction, adoption, and retention.

Key Responsibilities

• Team leadership & development: Onboard and continuously develop your team of CSMs, 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.

Qualifications

• You consistently perform at a high level and are meticulous in your approach to customer success.
• You thrive in high-pressure and fast-paced environments, owning your responsibilities and meeting deadlines.
• You are quick to learn complex products 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.

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.