Role Description Sellers Dorsey is seeking a Senior Director, Healthcare Quality & Client Success who will provide enterprise-level leadership for Sellers Dorsey’s Quality Advisory and Client Success functions, ensuring clients realize measurable, sustained value from the firm’s platforms, analytics, and advisory services. As the Senior Director, Healthcare Quality & Client Success, you will own the end-to-end client lifecycle—from solution design and advisory delivery through adoption, value realization, retention, and expansion—while scaling market-ready Quality Advisory offerings and a best-in-class Client Success operating model. Partnering closely with executive leadership and cross-functional teams (Sales/Business Development, Product, Analytics, Regions, and Constyn Client Success), you will drive integration, operational excellence, and client outcomes, positioning Quality & Client Success as a strategic growth engine for the firm. Qualifications - Bachelor’s degree in Business, Healthcare Administration, Public Health, Information Systems, or related field. Advanced degree preferred. - 12–15+ years of experience in Client Success, Customer Success, Account Management, or Professional Services. - 5+ years in senior leadership roles managing managers and multi-disciplinary teams. - Experience in healthcare, healthcare SaaS, analytics, or consulting environments. - Demonstrated ownership of retention, renewals, expansion support, and executive client relationships. - Deep understanding of healthcare quality measurement, performance improvement, and value-based care. - Executive‑level client presence and communication. - Strong people leadership and organizational design skills. - Data‑driven decision‑making and performance management. - Ability to translate complex analytics or technology into client value. - Comfort operating in matrixed, fast‑growth environments. - Experience leading Client Success in a scaling organization preferred. - Exposure to technical solutioning, enablement, or pre‑sales engineering preferred. - Experience partnering closely with Sales and Product organizations preferred. - Proficiency with MS Word, Excel, PowerPoint, and collaboration tools. - Experience with CRM tools, project tracking tools (e.g., Smartsheet), or client success platforms preferred. - Ability to travel as needed. Requirements - Contribute to and execute the integrated Quality Advisory and Client Success strategy across platforms, analytics, and services. - Establish clear success definitions, client tiering, engagement models, and advisory pathways aligned to client segments. - Maintain executive accountability for client satisfaction, retention, renewals, and advocacy. - Serve as executive sponsor for priority or at-risk clients, ensuring rapid issue resolution and value realization. - Lead and develop a high performing Quality & Client Success leadership team (Directors, Managers, and technical roles). - Set expectations, performance metrics, and development plans across the function. - Standardize and scale QBRs as a core protocol across the client portfolio. - Foster a customer centric, data driven, and collaborative culture. - Operationalize and continuously refine Quality Advisory offerings, scopes, playbooks, and delivery models. - Ensure consistent, high-quality execution of engagements with measurable outcomes. - Oversee engagement governance, financials, utilization, and margins. - Partner with Analytics to embed data-enabled insights into advisory delivery. - Design and operationalize a structured client lifecycle framework spanning onboarding, adoptions, ongoing engagement and value realization. - Ensure clients fully adopt and leverage Sellers Dorsey solutions to achieve outcomes. - Translate analytics and advisory insights into compelling client value narratives and program impact stories. - Establish and own KPIs across client health, adoption, retention, NPS, utilization, and time-to-value. - Collaborate with analytics team to build reporting infrastructure that demonstrates measurable outcomes. - Serve as the Voice of the Client across Product, Analytics, Quality Advisory, and Sales. - Drive continuous improvement through feedback loops and operational rigor. - Partner with Sales/Business Development on solutioning, proposals, renewals, and expansions. - Support complex deals, executive conversations, demos, and RFPs. - Ensure seamless handoffs from sales to delivery to steady-state client success. Benefits - The anticipated salary range for candidates is $154,400/year to $205,000/year. - Eligible to participate in the annual Corporate Incentive Plan (CIP) that can range up to 20% of annual salary. - Eligible to enroll in group healthcare plans offering medical, dental, and vision. - Insurance plans offering short term disability, long term disability, and basic life. - Eligible to enroll in Sellers Dorsey’s 401k plan. - Flexible Time Off allowing employees to use what they need. - 10 paid holidays throughout the calendar year. - Paid time off for qualifying medical leave. - Up to 12 weeks of combined paid parental and bonding leave.

À propos de l’entreprise Notre client est une entreprise française en forte croissance, spécialisée dans le secteur des énergies renouvelables. Sa mission est claire : accélérer la transition énergétique en proposant des solutions innovantes permettant aux particuliers et aux entreprises d’optimiser leur consommation d’énergie et de réduire leur empreinte carbone. Dans un contexte d’expansion rapide, l’entreprise souhaite structurer et renforcer son équipe Customer Success en recrutant un(e) CSM Lead capable de piloter, construire et faire évoluer la fonction à grande échelle. Vos missions Votre mission En tant que Lead Customer Success, vous serez responsable de la structuration et du développement du département Customer Success. Votre objectif principal sera de garantir une expérience client optimale, d’améliorer la rétention et de maximiser la valeur client sur le long terme. Vous jouerez un rôle clé entre les équipes Sales, Produit et Opérations, en mettant le client au centre de la stratégie de l’entreprise. Vos responsabilités Leadership & Stratégie - Définir et piloter la stratégie Customer Success en lien avec les objectifs de l’entreprise - Construire, structurer et faire évoluer l’équipe CSM - Définir et suivre les KPIs clés : rétention, churn, NPS, expansion revenue Gestion du cycle client - Superviser l’onboarding, l’adoption et l’engagement des clients - Garantir une expérience client fluide et qualitative sur l’ensemble du parcours - Identifier les opportunités d’upsell et de cross-sell Optimisation & Process - Mettre en place des outils, process et automatisations (CRM, reporting, workflows) - Améliorer en continu le parcours client - Remonter les feedbacks clients aux équipes Produit pour améliorer les offres Collaboration interne - Travailler en étroite collaboration avec les équipes Sales pour assurer une transition fluide des clients - Collaborer avec les équipes Produit et Marketing pour améliorer la valeur client - Être la voix du client en interne Vos compétences Profil recherché - Minimum 3 ans d’expérience en Customer Success, Account Management ou Customer Experience - Français (courant/natif) – exigé - Expérience confirmée en management d’équipe - Forte capacité à piloter la rétention, réduire le churn et développer l’expansion revenue - Esprit analytique et data-driven - Excellentes compétences en communication et gestion des parties prenantes - Profil structuré, capable de construire des process from scratch Un plus : - Expérience dans les énergies renouvelables, la green tech ou la sustainability - Expérience dans des environnements en forte croissance

Overview Working at Atlassian Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Responsibilities About DX DX is headquartered in Salt Lake City, Utah and is one of the fastest-growing SaaS companies globally. We help engineering leaders build high-performing, productive teams. DX collects millions of data points daily, powering insights into developer productivity and experience at companies like Pinterest, GitHub, BNY, Xero, and many more. Our business has scaled profitably and grown rapidly—tripling annual recurring revenue in the last several years. DX recently closed on its acquisition by Atlassian. By joining Atlassian, we will expand our resources, accelerate growth and R&D, and ultimately deliver greater impact to our customers. About the role We are a 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 a small portfolio of DX’s Enterprise customers to drive engineering transformation using our platform. In this role, you’ll be managing an important segment of our customers 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 collaborative CSMs and reporting to our VP of Customer Experience. Everyone on the team is here to do more than just be a great CSM. We’re all working together to build an exceptional customer success function and a generational business, and everyone is extremely close to—and has influence over—important decision-making at the company. 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. 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 value 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. What makes a great fit - Customer success management, technical account management, management consulting or account director experience in the Enterprise space. - 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) Qualifications Compensation At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn, we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. This role is also eligible for commissions and equity. Benefits & Perks 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. To learn more, visit go.atlassian.com/perksandbenefits. About Atlassian At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together. We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines. To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them. To learn more about our culture and hiring process, visit go.atlassian.com/crh.

Beamer + Userflow: Building the All-in-One Toolkit for Product Success Welcome to Beamer and Userflow, two innovative teams united by a shared mission: to empower product-led growth (PLG) companies. We're on the lookout for talented individuals who are passionate about transforming the way product teams work and thrive. If you're driven by creating exceptional software and equipping teams with powerful, no-code tools, then you're in the right place. Join us in our journey to revolutionize user engagement and product growth. About the Role - We're looking for a Manager, Customer Success Programs & Enablement to lead our customer support team while building and scaling the education and enablement programs that drive customer success, deepen product knowledge, and support our broader retention objectives. - This is a hybrid people management and program management role. You'll directly manage a team of customer-facing support specialists while also owning the design, development, and continuous improvement of AI-powered programs across customer education, internal enablement, and knowledge sharing. You'll leverage agents, automation, and modern tooling to build programs that don't just inform—they drive measurable outcomes in retention and expansion. - A flagship responsibility of this role is building and running a Product Manager Academy: a structured, best-in-class educational program that teaches PMs how to drive product adoption using our platform's features and capabilities. The Academy serves multiple audiences—it's a customer education resource, an internal training foundation for our Support and CSM teams, a sales enablement asset, and a top-of-funnel thought leadership vehicle that reinforces our position as the go-to platform for product-led growth. - You'll also play a central role in one of our most critical near-term initiatives: owning the internal and customer-facing education strategy for our product migration, guiding customers and our team through the transition from Beamer to Userflow at scale. - Your work will sit at the intersection of Customer Success and our PLG motion —surfacing customer insights and needs that translate into improvements directly in the product or product experience. What You'll Do People Leadership - Directly manage a team of customer-facing support specialists, setting direction, priorities, and a high standard for customer experience. - Coach and develop team members on product knowledge, product adoption knowledge, and educational content contribution. - Build a team culture rooted in continuous learning, customer empathy, and program ownership. - Partner closely with Marketing, PMM, Sales, and CS Leadership to align team efforts with broader company goals. Product Adoption Academy - Design, build, and operate a PA Academy—a structured educational program teaching best practices for driving product adoption, grounded in the features, functionality, and use cases our platform enables. - Develop a curriculum that connects real product capabilities to adoption frameworks and strategies PMs can apply directly in their work—making the Academy as much a product education resource as a thought leadership one. - Build the Academy to serve multiple audiences: - Customers — a high-value destination that accelerates onboarding, deepens product usage, and reinforces long-term retention. - Support & CSM teams — an internal training foundation that ensures customer-facing team members deeply understand the product and can speak confidently to adoption best practices. - Sales — a compelling enablement resource that demonstrates platform depth and expertise, supporting deal acceleration and credibility in the sales process. - Top-of-funnel awareness — a thought leadership asset that attracts prospective customers, builds brand authority, and establishes us as the definitive resource for PLG and product adoption strategy. - Create and maintain course content, resources, certifications, and programming that evolve alongside the product and industry trends. - Partner with Marketing and PMM to ensure Academy content is amplified across channels and integrated into demand generation and content strategy. - Partner with Sales and CS Leadership to integrate the Academy into the sales motion and customer lifecycle. - Measure and report on Academy enrollment, completion, downstream retention and expansion impact, and its contribution to top-of-funnel pipeline and brand visibility. AI-Powered Program Development & Management - Own the design, build, and ongoing improvement of technology-based CS programs, with a strong emphasis on AI agents and automation. - Build and maintain programs across four core areas: - Customer Education — scalable, self-serve resources that accelerate time-to-value and deepen product understanding. - Customer Training — structured training experiences that help customers succeed with our platform at every stage. - Internal Training — onboarding and ongoing development programs that keep our support team sharp and confident. - Internal Knowledge Sharing — systems and workflows that capture institutional knowledge, surface best practices, and reduce information silos. - Continuously iterate on programs using performance data, user feedback, and support trends. - Identify and implement AI tools, agents, and automation that increase program quality, reach, and efficiency. Customer Insights & Analysis - Build systematic programs for collecting, synthesizing, and routing customer feedback and signals from support interactions, training sessions, and community engagement. - Translate insights into actionable recommendations for Marketing, PMM, and CS Leadership. - Surface trends and themes that inform content strategy, messaging, and educational priorities. Beamer → Userflow Migration Enablement - Own the internal and customer-facing education strategy for the Beamer to Userflow product migration. - Develop structured learning paths, transition guides, and educational resources that reduce friction and accelerate customer adoption of Userflow. - Partner with Marketing, PMM, and CS Leadership to ensure migration messaging is clear, timely, and consistent across all touchpoints. - Build internal training and readiness programs so the support team can confidently guide customers through the transition at scale. Knowledge Base Strategy & Optimization - Own the strategy, structure, and quality of our customer-facing Knowledge Base. - Drive a consistent cadence of new article creation, updates, and gap-filling tied to support trends and product changes. - Optimize KB content for discoverability and self-service success, directly reducing support burden. - Use KB performance data to surface content opportunities and guide team output. Reporting & Cross-Functional Collaboration - Own program performance reporting, delivering clear insights on retention impact, case deflection, KB health, and expansion influence. - Partner with Marketing, PMM, Sales, and CS Leadership to align program roadmaps with company and campaign priorities. - Present strategy, insights, and recommendations to senior leadership. What You Bring - 5–8+ years in Customer Success, customer education, enablement, or learning & development within a B2B SaaS environment. - Proven experience managing a customer-facing team while remaining a hands-on program builder and operator. - Experience designing and delivering curriculum or structured educational programs—ideally for technical or product-focused audiences. - Deep familiarity with AI tools, agents, and automation—and genuine excitement about applying them to CS programs and workflows. - Strong program management skills: you can design, build, launch, and iterate on complex programs with multiple stakeholders. - Experience developing customer-facing and internal educational content, training programs, and knowledge resources. - Strong analytical skills and ability to use data to prioritize, improve, and report on program performance. - Excellent communication and writing skills across formats: training content, knowledge articles, executive updates, and strategic recommendations. - Comfort presenting strategy, insights, and program roadmaps to Marketing and senior leadership. - Experience with product migration, onboarding programs, or customer transition initiatives is a strong plus. - Bonus: Familiarity with tools like Userflow, Beamer, or similar product adoption and customer experience platforms. - Bonus: Background in product management, product marketing, or a deep understanding of product adoption principles. How We'll Measure Success This role will own and report on the following KPIs: - Customer Retention & Churn - Retention rate improvements attributable to education and enablement programs - Early churn risk reduction tied to onboarding and training program performance - Expansion MRR Influence - Expansion revenue influenced by education-driven feature awareness and adoption - Case Deflection - Support ticket deflection rate attributable to KB, self-serve education, and training resources - Reduction in repeat or preventable support cases - Knowledge Base Performance - KB article views, engagement, and self-service resolution rates - Volume and cadence of new and updated articles shipped per month - KB coverage across priority topics and product areas - PM Academy & Program Effectiveness - Academy enrollment, completion rates, and learner satisfaction scores (customer and internal) - Top-of-funnel impact: Academy-attributed traffic, leads, and brand visibility - Sales enablement usage and effectiveness of Academy as a deal support resource - Training completion rates across customer and internal programs - Volume and impact of customer insights routed to Marketing and PMM What Success Looks Like in 6 Months At the 6-month mark, you will have: - Delivered a portfolio of operational AI-powered programs - Programs across customer education, internal training, and knowledge sharing are live and running — not in planning - AI and automation are reducing the manual effort required to maintain and scale program reach, with clear before/after efficiency data - AI and automation also improve the quality of work and services delivered by the team, leading to improved customers outcomes - Performance benchmarks are set, being reported on, and already informing the next iteration - Meaningfully improved Knowledge Base performance and reduced support load - Self-service case deflection is at or above 60%, with a clear model for how you get it higher - Repeat and preventable support tickets are measurably down, and the support team is actively using the KB as a first-line deflection tool — not an afterthought - KB coverage gaps identified at onboarding have been addressed with quality, not just volume - Launched a Product Adoption Academy that customers are actively using - A live curriculum with real paying customer participants, grounded in use cases and adoption frameworks — not just product documentation - Academy participants show measurably better product adoption and lower early churn than non-participants - The Academy is already serving multiple audiences, customers, internal teams, and sales, with a roadmap for what comes next - Owned the Beamer → Userflow migration education strategy with visible retention results - Internal teams entered the migration confident, with readiness programs live before migration scaled - Migration customers who engaged with your programs are retaining at a higher rate - Education-driven migration friction is documented and actively declining - Established yourself as a strategic contributor to the business, the team, and where we're headed - You're bringing ideas to the table, on product, on process, and on how we build a CS organization that's differentiated - The team is better, more aligned, and operating at a higher standard because of how you've shown up - You have a clear point of view on what this function looks like in 2027 and beyond, and leadership is already building on it