Strategic Customer Success Manager: Renewal & Growth

Atlassian; Washington (District of Columbia); Remote; USD 121,000 - 158,000; Full time

Benefits offered by this job

Health resources

Volunteer days

Equity

Job summary

At Atlassian, a Customer Success Manager will partner with DX's customers to drive engineering transformation using our platform. You’ll manage an important segment through implementation, rollout, and renewal, focusing on product utilization, business alignment, and high-value use cases.

As part of a collaborative team, you’ll become a product expert and own the customer lifecycle, from implementation to renewal, while building strategic plans and forecasting renewals.

Qualifications

• Own the full customer lifecycle from implementation to renewal.
• Drive program success through utilization and business alignment.
• Collaborate with cross-functional teams to ensure customer success.

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.
• 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

Account management

Relationship building

Strategic thinking

Proactive communication

Job description

At Atlassian, a Customer Success Manager will partner with DX's customers to drive engineering transformation using our platform. You’ll manage an important segment through implementation, rollout, and renewal, focusing on product utilization, business alignment, and high-value use cases.

As part of a collaborative team, you’ll become a product expert and own the customer lifecycle, from implementation to renewal, while building strategic plans and forecasting renewals.