At a Glance
- Tasks: Lead a passionate team to drive customer satisfaction and retention across EMEA.
- Company: Join a fast-growing SaaS company now part of Atlassian.
- Benefits: Enjoy flexible work options, health resources, and paid volunteer days.
- Other info: Thriving culture focused on individual mastery and professional growth.
- Why this job: Make a real impact by shaping customer success strategies and outcomes.
- Qualifications: Strong leadership, communication skills, and a knack for customer success.
The predicted salary is between 75600 - 92400 £ per year.
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.
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.
Qualifications:
- 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)
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.
Head of Customer Success, EMEA in London employer: Atlassian
Atlassian is an exceptional employer that prioritises flexibility and work-life balance, allowing employees to choose their work environment—be it in the office, from home, or a hybrid model. With a strong focus on employee development, Atlassian offers robust mentorship and coaching opportunities, fostering a culture of collaboration and innovation. Additionally, the company provides comprehensive benefits, including health coverage and paid volunteer days, making it an attractive place for those seeking meaningful and rewarding careers in the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success, EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Atlassian. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Atlassian before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Success, EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Atlassian:Your cover letter is your chance to shine! Tell us why you want to work at Atlassian specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Atlassian!
How to prepare for a job interview at Atlassian
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
