Remote Commercial Customer Success Manager - Growth & Renewals

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

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.