Mid-Market Customer Success Manager

1 month ago

salt lake city, United States DX Full time

About DX

DX helps companies build world-class engineering organizations by providing leaders with insights into developer experience and productivity.

DX is bootstrapped, profitable, and consistently growing revenue more than 3X year over year. We’re based in downtown Salt Lake City, and customers like Etsy, Dropbox, Twilio, Pfizer, and Booking Holdings use DX org-wide.

The role

We are a small 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 DX’s customers to drive engineering transformation using our platform. In this role, you’ll be managing an important segment of our customers (20 - 30 total accounts) 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 3 other CSMs. Everyone on the team is here to do more than just be a great CSM – we’re all working together to build the world’s best customer success function and a generational business, and everyone is extremely close to – and influential over – important decision-making at the 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 lead 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 account strategy
  • Discover opportunities for expansion and growth within accounts by identifying potential use cases where DX can support
  • Collaborate closely with all functions of the business to ensure our customers are successful
  • Proactively track and report key account metrics to measure success and identify areas for improvement

What we care about at DX

Companies have all kinds of culture slides. At DX, we want to be very clear about what we care about and how we judge performance. For us, it all boils down to individual mastery, becoming the best at your craft. Those who exhibit this quality will thrive here and be unduly rewarded. We can’t control outcomes due to competitors, the economy, decision-makers, etc., but what we can control is doing our jobs at the highest level possible.

About you

  • You quietly outwork your peers, you are meticulous and obsessive about details and process
  • You perform at a high level consistently, not in spurts
  • Ability to quickly learn and communicate about technical topics and products
  • Ability to take ownership, work under pressure, and meet deadlines on time
  • Ability to challenge, recommend, and redirect teams, as well as manage customer expectations
  • Excellent presentation, communication (oral & written), and relationship-building skills, across all levels of management
  • Excellent people management skills, including the ability to influence, negotiate, and achieve results through others who are not direct reports

Bonus points if you

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

Other Benefits

  • Competitive salary and generous bonus structure
  • Meaningful equity in a high-growth-stage startup
  • 401k with 4% match
  • Unlimited PTO
  • Parental Leave (12-weeks paid)
  • Company-issued laptop and other equipment

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.

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