Senior Customer Success Manager, Enterprise

Remote Jobs; New York (NY); Remote; USD 145,000 - 194,000; Full time

Job summary

A leading software development company is offering a fully remote position for an experienced Customer Success Manager. This role involves developing relationships with customers, managing post-sales activities, and ensuring user satisfaction with Atlassian solutions. Candidates should have 5-8 years of relevant experience and a strong understanding of SaaS business models. The company promotes a diverse and collaborative environment, providing opportunities for career advancement.

Benefits

Salary up to $193,875

Comprehensive benefits and perks

Paid volunteer days

Qualifications

• 5-8 years of experience in Customer Success or account management.
• Proven track record of establishing trusted advisor relationships.
• Familiarity with SaaS business models and customer success metrics.

Responsibilities

• Develop trusted advisor relationships with customers.
• Collaborate to create and implement Customer Success Plans.
• Manage post-sales activities focused on relationship-building.

Skills

Customer Success Management

Account Management

Relationship Building

SaaS Business Models

Service Orientation

Tools

Salesforce

Gainsight

Tableau

Job description

Employer Industry: Software Development

Why consider this job opportunity:

• Salary up to $193,875
• Opportunity for career advancement and growth within the organization
• Fully remote work opportunity with flexibility
• Comprehensive benefits and perks, including health and wellbeing resources and paid volunteer days
• Work with a diverse range of customers, including notable organizations like NASA and IBM
• Engage in a collaborative environment that values teamwork and innovation

What to Expect (Job Responsibilities):

• Develop trusted advisor relationships with customers, ensuring they receive maximum value from Atlassian solutions
• Collaborate with customers and the Atlassian Account Team to create and implement Customer Success Plans
• Manage post-sales activities, focusing on relationship-building and product expertise
• Identify and mitigate churn risks through proactive engagement and collaboration with account teams
• Serve as the Voice of the Customer to provide feedback for continuous improvement of Atlassian services

What is Required (Qualifications):

• 5-8 years of experience in Customer Success or account management with a focus on Enterprise customers
• Proven track record of establishing trusted advisor relationships with customer partners
• Familiarity with SaaS business models and customer success metrics
• Understanding of Jira and Confluence use cases and configuration trade-offs
• Experience with CRM tools such as Gainsight, Salesforce, and BI tools like Tableau

How to Stand Out (Preferred Qualifications):

• Experience managing a complex SaaS product portfolio
• Demonstrated ability to balance a book of business in a customer-facing role
• Strong service orientation with a focus on delivering quality support across teams
• Experience developing and utilizing Success Plans to align business strategies
• Ability to demonstrate end-user use cases effectively

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