Manager, Strategic Customer Success

Atlassian is a company focused on unleashing the potential of every team through their software products. The Manager of Strategic Customer Success will lead a team of Customer Success Managers to drive customer satisfaction, adoption, and retention, while also managing a portfolio of customers to ensure high success rates and renewals.

Responsibilities:

• Provide feedback, coaching and recommendations to CSMs in order to drive program health within customer accounts
• Ensure the team is executing the DX CSM Playbook skillfully, gains mastery of the DX Product, and drives value to customers, resulting in renewal
• Drive CSMs to be proactive, ensuring they are owning and taking accountability over the customer journey
• Drive outcomes, program health, renewals and expansion within assigned personal portfolio
• Onboard and continuously develop your team of CSMs, helping them become subject matter experts on DX products and services
• Provide coaching, feedback, and mentoring to ensure a superior customer experience and team success
• Empower your team to focus on customer outcomes while achieving quarterly and annual targets for net renewals, retention, and expansion
• Proactively monitor customer health and implement risk mitigation strategies to ensure high renewal rates
• Build relationships with key customers, uncover opportunities for expansion, and ensure that customer value is consistently delivered
• Collaborate with Sales, Product, and other departments to enhance the customer experience and drive customer success

Requirements:

• You consistently perform at a high level and are meticulous in your approach to customer success
• You thrive in high-pressure environments, owning your responsibilities and meeting deadlines
• You are quick to learn and articulate technical concepts clearly to both technical and non-technical stakeholders
• You have strong communication and relationship-building skills, able to influence at all levels of management
• You excel at managing teams, with a proven ability to mentor, coach, and motivate others toward achieving results
• You are a cross-functional collaborator, able to work closely with sales, product, and other teams to achieve common goals
• Have past startup experience
• Have past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO)