Senior Customer Success Manager - DX
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
Qualifications
5+ years Customer Success management, technical account management or account management experience in the Enterprise space
You quietly outwork your peers, you are meticulous and obsessive about details and process
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
What Makes a Great Fit
Have past startup experience
Have past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO)
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.