Manager, Enterprise Customer Success

Atlassian•New York, NY

7d•$121,910 - $191,760•Onsite

About The Position

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. 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 Enterprise Customer Success team, you will lead a group of exceptional Customer Success Managers (CSMs) 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 will also own a small portfolio of customers, ensuring you are driving high success rates which result in renewal and expansion. 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 Sr Manager of Enterprise Customer Success and VP of Customer Experience, you'll help shape a unified customer experience and create “unchurnable” customers.

Requirements

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.

Nice To Haves

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

Responsibilities

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.
Empower your team to focus on customer outcomes while achieving quarterly and annual targets for net renewals, retention, and expansion.
Proactively monitor customer health and implement risk mitigation strategies to ensure high renewal rates.
Build relationships with key customers, uncover opportunities for expansion, and ensure that customer value is consistently delivered.
Collaborate with Sales, Product, and other departments to enhance the customer experience and drive customer success.