Commercial Customer Success Manager, DX

Atlassian; Salt Lake City (UT); Remote; USD 121,000 - 158,000; Full time

Benefits offered by this job

Health and wellbeing resources

Volunteer days

Competitive compensation

Job summary

Atlassian is hiring a Commercial Customer Success professional who will own the full customer lifecycle from implementation through renewal and expansion. You will drive program success, build strategic customer plans, and collaborate across functions to ensure customer outcomes and renewal health.

The role emphasizes proactive partnership with customers, executive-level discussions, and aligning DX capabilities with customer workflows, with a flexible work location policy.

Qualifications

• Own the full customer lifecycle from implementation to renewal.
• Develop and maintain customer success plans to drive utilization and business alignment.
• Forecast renewals and identify renewal risks to protect value.

Responsibilities

• Become a product expert and master of the 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.
• 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 C-level 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

Skills

Customer success

Renewals

Cross-functional collaboration

Executive communications

Job description

Overview

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

Responsibilities

You will join a team of collaborative CSMs and report to our Manager of Commercial Customer Success. Everyone on the team is here to do more than just be a great CSM. We're all working together to build an exceptional customer success function and a generational business, and everyone is extremely close to-and has influence over-important decision-making at the company.

This is a special opportunity for the right person. At DX, the challenge isn't firefighting or dealing with a buggy product. Our challenge is partnering with customers to ensure DX drives real change and positive impact at their company. Every CSM will have a great supporting cast, allowing you to focus on being proactive and strategic rather than reactive.

• 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
• 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 C-level 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

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

This role may also be eligible for benefits, bonuses, commissions, and equity.

Pay Ranges

In The United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $120,960 - $157,920

Zone B: $108,864 - $142,128

Zone C: $100,397 - $131,074

Qualifications

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. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, we’re motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.