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For Companies At a Glance
- Tasks: Drive customer success by managing relationships and ensuring product utilisation.
- Company: Join a fast-growing SaaS company now part of Atlassian.
- Benefits: Flexible work options, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact on customers and help transform their engineering teams.
- Qualifications: Strong communication skills and a passion for customer success.
- Other info: Collaborative team environment with significant influence on company decisions.
The predicted salary is between 36000 - 60000 £ per year.
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. However, we are currently only recruiting for this role in the UK.
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.
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 up to 30 of DX’s midmarket 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. You will join a team of collaborative CSMs and reporting to our Manager of Commercial 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.
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 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 prospect’s business goals, leading them to integrate DX insights into their company workflows
- Arrange and conduct Executive and CxO services-related discussions according to the
Customer Success Manager, Mid-Market - DX in London employer: Atlassian
Contact Detail:
Atlassian Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager, Mid-Market - DX in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at DX on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into DX’s products and customer success strategies. Show us that you’re not just another candidate; demonstrate how you can drive real change for their customers.
✨Tip Number 3
Practice your pitch! Be ready to explain how your past experiences align with the role of a Customer Success Manager. We want to see how you can own the customer lifecycle and drive success.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at DX.
We think you need these skills to ace Customer Success Manager, Mid-Market - DX in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer success and the tech industry shine through. We want to see that you’re not just looking for a job, but that you genuinely care about making an impact on our customers and their businesses.
Tailor Your CV: Make sure your CV is tailored to the role of Customer Success Manager. Highlight relevant experiences and skills that align with the responsibilities mentioned in the job description. We love seeing how your background can contribute to our mission at DX!
Be Specific in Your Examples: Use specific examples from your past experiences to demonstrate how you've driven customer success or managed projects. We appreciate concrete evidence of your skills and how they relate to the challenges we face at DX.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team at DX.
How to prepare for a job interview at Atlassian
✨Know Your Product Inside Out
As a Customer Success Manager, you'll need to be a product expert. Dive deep into DX's platform and understand its features, benefits, and how it drives engineering transformation. This knowledge will help you answer questions confidently and demonstrate your ability to support customers effectively.
✨Showcase Your Customer-Centric Approach
Prepare examples of how you've successfully managed customer relationships in the past. Highlight your ability to drive program success and ensure product utilisation. This will show that you understand the importance of aligning with customer goals and can proactively address their needs.
✨Be Ready for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about potential challenges you might encounter with customers and how you would resolve them. This will demonstrate your problem-solving skills and strategic thinking, which are crucial for this role.
✨Emphasise Team Collaboration
Since you'll be coordinating with various internal teams, be prepared to discuss your experience working collaboratively. Share examples of how you've worked with sales, support, or engineering teams to achieve customer success. This will highlight your ability to foster teamwork and drive results.
