Head of Customer Success

Join Deviniti as Head of Customer Success and grow together with us!  

No time to read? That’s okay! Here’s a short summary: 

• Stack: 5+ years in Customer Success (SaaS/B2B enterprise software), proven KPI track record, C1 English, hands-on approach

• Hours: full time

• Mode: remote with occasional on-site meetings in Wrocław

• Team: 2 Customer Success professionals + 9 Support specialists

• Project: we support customers using our Atlassian Marketplace apps

What will you work on as Head of Customer Success?

• The Atlassian Apps Unit is a SaaS product business specializing in Service Management processes, including ITSM. We develop proprietary plugins available on the Atlassian Marketplace and currently support nearly 10,000 customers worldwide—from mid-sized companies to global enterprises, including Fortune 500 organizations. Our primary challenge is driving greater adoption of our products among existing customers while increasing revenue through cross-sell initiatives, built on a deep understanding of our clients’ business needs.

Who will you work with? 

• You’ll join a growing team of 2 Customer Success specialists and 9 Support experts. We create our own SaaS products, which means customer feedback directly shapes the product roadmap. This is the perfect role for someone who thrives in a fast-growing, ambitious environment, and wants the space to scale and shape Customer Success processes from the ground up.

What tasks await you in this role?

• leading and scaling Customer Success for Atlassian Apps – building processes, selecting tools, and driving efficiency;

• accountability for key business KPIs (NRR, churn, expansion, adoption rate);

• customer segmentation into high-touch and low-touch accounts, followed by further sub-segmentation and execution of strategies tailored to their customer journey;

• partnership with the Demand Generation team on marketing campaigns and customer education initiatives;

• reporting results and preparing strategic recommendations for the leadership team.

You’re the right fit if you:

• bring at least 5 years of Customer Success experience in SaaS/B2B software (enterprise background strongly preferred);

• have proven experience working with KPIs (NRR, churn, expansion, adoption rate);

• speak English fluently at C1 level (global customer interactions);

• have a hands-on mindset – from customer conversations to data analysis and process design – while building and developing a team;

• have experience in building and scaling Customer Success functions (processes, automation, customer journey design);

• stand out with proactivity, ownership, and a growth mindset;

• have experience in building long-term customer relationships that translate into cross-sell opportunities throughout the entire customer lifecycle;

• have experience working with product analytics;

• Nice to have: experience in the Atlassian ecosystem (Jira, Confluence, Marketplace Apps), knowledge of ITSM and enterprise processes.

What do we care about?

• Your mental and physical well-being: we offer access to Mindgram, and we also have a running led by our own coach, who motivates us to get up from behind our desks and engage in physical activity together.

• The development of your skills: each team has their career paths, we use Udemy for Business, and we also participate in both internal and external trainings to constantly learn more.

• Your opinion and influence on your work environment: we use Officevibe (an employee experience platform), and we cultivate the culture of constructive feedback and recognition.

• Your freedom: apart from working from home and flexible hours matching your lifestyle, we also have many hobby groups that allow you to share your passions with others. So, are you interested in arts and crafts, literature, plants, board games or sports? 

• The world and people: through our CSR program “Deviniti Cares” we take care about our planet, as well as about people around the world. Together we decide what causes we support, and we help by using the quarterly budget established entirely for charity initiatives.

Do you want to join us? Apply! Ewelina will guide you through the recruitment process 

You can expect the following 4 recruitment stages:

1. CV screening - we read about your experience and make sure that it matches our needs.

2. Phone interview - during these 30 minutes the recruiter describes the role further and asks a few questions (i.e. about your expectations and notice period).

3. Online interview (and optionally: technical task/additional meeting) - here you meet the recruiter, the team leader, and a specialist, who verify your skills. The meeting usually lasts about 1h

4. The decision, which is presented to you about 2 weeks after the interview.

Who are we, what have we accomplished so far, and what are our values? Check it on our website https://deviniti.com/about-us/. You can also follow us on LinkedIn and Facebook.

You like Deviniti, but this position is not for you? Take a look at our career tab - maybe you’ll find an offer that’s perfect for you!

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