Customer Success Manager

Atlassian is a global leader in software solutions, and they are seeking a Customer Success Manager to join their team. In this role, you will partner with midmarket customers to drive engineering transformation, ensuring product utilization and business alignment while managing the full customer lifecycle from implementation to renewal.

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:

• 5-7 years previous Customer Success management experience
• 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)