Role Description LivePerson is currently seeking a creative and talented professional to join our APJ Customer Success team as a Senior Customer Success Manager (Sr. CSM). As a Sr. CSM, you will own a portfolio of enterprise customers and have responsibility for driving successful programs that enable usage growth, adoption of our solutions, and overall return on investment. You will work closely with your peer client executive(s) to drive renewals and expansion opportunities to achieve outstanding retention targets. As the trusted advisor on all program related activities, you will ensure interactions are managed to customer satisfaction, relationship health and program success. Who You Are Committed to Being - A Standout Colleague: You collaborate and partner with client executives, professional services, support, and operations to deliver outstanding customer experiences. - Mission-Driven: Passionate about LivePerson’s mission to make life easier for people and brands everywhere through trusted conversational AI. - Value-Oriented: Laser-focused on customer value and ensuring best practices are adopted for product use. - Analytical Thinker: Able to listen, think logically, strategically, and tactically to solve sophisticated problems and handle complex client issues. - Autonomous & Proactive: Self-motivated, demonstrating an ability to assume responsibility and work autonomously in a fast-paced, dynamic environment. You Will: Key Responsibilities & Impact - Strategic Account Management & Impact: - Drive forward LivePerson’s client engagement model to ensure customer and LivePerson mutual success. - Take full accountability of your accounts in all aspects from onboarding to renewal. - Anticipate customer needs and proactively mitigate risk throughout the customer lifecycle. - Manage strategic and high-value client accounts, exerting a significant influence on customer outcomes and the success of the customer success team. - Play an active role in decision-making related to strategic customer engagements and collaborate with senior leadership to align customer success strategies with broader company goals. - Relationship & Execution: - Establish a strong and trusted relationship with your accounts, from decision-makers, key influencers, and day-to-day contacts. - Drive usage and adoption, while promoting overall return on investment and delivery of desired customer outcomes. - Navigate, interpret, and use provided tools, processes, and systems to measure and report on customer experience, customer health, product usage, and desired outcomes. - Inspire change within customers to drive adoption of best practices, thought leadership, and recommendations to achieve successful implementation of conversations solutions. - Develop and demonstrate extensive platform expertise. Provide strategic and day-to-day guidance on platform use. - Facilitate and lead regularly scheduled, weekly, monthly, or quarterly performance reviews, leveraging operational, messaging, and AI expertise to evaluate performance results and recommendations. - Develop customer references and case studies. - Team Support: - Actively mentor, guide, and provide supervision to junior team members to assist them in achieving their objectives. - Exercise high discretion in handling complex customer escalations, negotiations, and cross-functional collaborations across other functional areas of the firm. Qualifications - Typically requires a Bachelor’s degree and a minimum of 6 years of related experience; or a Master's degree with 4 years of experience; or equivalent work experience. - 6 to 7+ years of relevant work experience in a customer-facing customer success, account management, or strategic consulting organization. - SaaS experience with Enterprise organizations is preferred. Possesses a deep understanding of the company's products, services, and industry trends to contribute to product development. - Strong operational knowledge of bot automation and human contact centers and associated KPIs is preferred. - Ability to perform strategic discovery with customers to uncover their business objectives, articulate the value delivered by LivePerson in support of achieving those objectives, and then build a plan to achieve those outcomes. - Demonstrated leadership, strong negotiation, and conflict resolution skills with a proven ability to provide thought leadership within the customer success field. - Strong interpersonal skills and experience building strong executive relationships. - Proven track record of delivering highly-professional customer service in an ambiguous environment. - Ability to multitask, prioritize, and utilize effective time management skills to ensure that work-related activities are completed in an accurate and timely manner. - Excellent communication, presentation, listening, and cross-functional collaboration skills. Benefits - Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling for you and your immediate family members. - Life and Salary Continuance Insurance is fully paid by the company, offering peace of mind and financial security. - Health Insurance Coverage: Benefit from Medibank Health Insurance, with up to 80% of the premium paid by LivePerson (LP), extending coverage to you and your immediate family members. - Generous parental leave policy. - LP Care Days: You receive 5 additional paid "LP Care Days" per year to use for personal, family, or well-being needs. - Employee Stock Program (ESPP): Participate in our Employee Stock Participation Program and receive a discount on company shares. - Learning & Development: We actively support your professional journey with robust programs for growth and learning development, including allocated stipends. - Remote-First Model: This role is fully remote, offering excellent work-life balance and flexibility.

• Proactive Customer Communication: Demonstrating value, sharing thought provoking topics, and threat intel. • Strategic Thinking: Identifying areas for growth and long-term success. • Relationship Management: Establish and nurture strong relationships with key stakeholders. • Customer advocacy: Encourage satisfied customers to become advocates, participating in case studies, testimonials and referrals. • Analysis: Identify trends and areas for improvement through analysis of customer data. • Continuous learning: Stay informed on industry trends, competitors and new technologies, continuously improving knowledge to better serve our customers.

• Own and manage a portfolio of high-value client accounts • Conduct structured client touchpoints with prepared agendas • Identify and close expansion opportunities within existing accounts • Monitor client consumption relative to plan scope • Step into active Client Specialist conversations when larger commercial opportunities arise • Hold delivery teams accountable on quality and timeliness • Lead monthly client review meetings • Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets • Coordinate with delivery, support, and development teams on larger engagements • Maintain ownership of the client relationship throughout

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. However, we are currently only recruiting for this role in the UK. 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 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) 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 .