Customer Success Manager, Mid-Market EMEA

About the role

Atlassian is hiring a Customer Success Manager for DX, its SaaS platform for engineering teams, covering the mid-market segment in EMEA. You will partner with customers to drive engineering transformation, managing them through implementation and rollout to renewal. The role is based in the UK, reporting to the Manager of SMB Customer Success, and is open to remote work.

Key responsibilities

• Own the full customer lifecycle, from implementation to program success (utilization, business alignment, use case development and fulfillment) and renewal.
• Create and maintain a customer success plan, tracking success initiatives.
• Meet net renewal and expansion targets, forecast renewals accurately and resolve renewal challenges.
• Help prospects integrate DX insights into their workflows and arrange executive and C-level service discussions.
• Identify expansion opportunities and use cases within accounts.
• Track and report key account metrics and collaborate with all parts of the business.

Required profile

• 3-5 years of previous Customer Success management experience, ideally at a startup.
• Experience working with technical audiences such as Platform Engineering, VP Engineering, CTO and CIO.
• Ability to learn and communicate about technical topics quickly, and to take ownership under pressure.
• Excellent oral and written communication, presentation and relationship-building skills across management levels.
• Ability to influence, negotiate and manage customer expectations.