Atlassian is a rapidly growing SaaS company that helps engineering leaders build high-performing teams. The Senior Customer Success Manager will partner with customers to drive engineering transformation, manage the customer lifecycle, and ensure product utilization and business alignment.
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
Requirements:
- 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
- Have past startup experience
- Have past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO)