Principal Customer Success Manager, DX

Atlassian is a leading SaaS company focused on building high-performing teams through data-driven insights. The Principal Customer Success Manager will partner with commercial customers to drive engineering transformation, managing customer success 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 Commercial 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:

• 7+ years of 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
• Have past startup experience
• Have past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO)