[Hiring] Enterprise Customer Success Manager @Atlassian

Role Description

We are a team of passionate, 10X performers who are energized by making an impact on our customers and our company. As a CSM, you will be partnering with a small portfolio of DX’s Enterprise customers to drive engineering transformation using our platform. In this role, you’ll be managing an important segment of our customers through implementation and rollout and the eventual renewal. Along the way, you’ll be focused on driving their success with the program, helping ensure product utilization, business alignment, and that DX is always supporting high-value use cases at the company.

You will join a team of collaborative CSMs and reporting to our VP of Customer Experience. 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.

Qualifications

• Customer success management, technical account management, management consulting or account director experience in the Enterprise space.
• You quietly outwork your peers, you are meticulous and obsessive about details and process.
• You 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.

Requirements

• 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 strategic 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.

Benefits

• Health and wellbeing resources.
• Paid volunteer days.
• And so much more.

Company Description

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.