[Hiring] Manager, Commercial Customer Success @Atlassian

Role Description

As the Manager of the Commercial Customer Success teams, you will lead a group of exceptional Customer Success Managers (CSMs) to drive customer satisfaction, adoption, and retention. You’ll develop and execute customer success strategies that align with DX’s growth objectives while ensuring customer outcomes are prioritized. You will also own a small portfolio of customers, ensuring you are driving high success rates which result in renewal and expansion.

You’ll be responsible for driving customer success, including the renewal and growth of ARR (Annual Recurring Revenue) within this segment. Working closely with the Sr. Manager of Customer Success and VP of Customer Experience, you'll help shape a unified customer experience and create “unchurnable” customers.

Qualifications

• You consistently perform at a high level and are meticulous in your approach to customer success.
• You thrive in high-pressure and fast-paced environments, owning your responsibilities and meeting deadlines.
• You are quick to learn complex products and articulate technical concepts clearly to both technical and non-technical stakeholders.
• You have strong communication and relationship-building skills, able to influence at all levels of management.
• You excel at managing teams, with a proven ability to mentor, coach, and motivate others toward achieving results.
• You are a cross-functional collaborator, able to work closely with sales, product, and other teams to achieve common goals.

Requirements

• Onboard and continuously develop your team of CSMs, helping them become subject matter experts on DX products and services.
• Provide coaching, feedback, and mentoring to ensure a superior customer experience and team success.
• Empower your team to focus on customer outcomes while achieving quarterly and annual targets for net renewals, retention, and expansion.
• Proactively monitor customer health and implement risk mitigation strategies to ensure high renewal rates.
• Build relationships with key customers, uncover opportunities for expansion, and ensure that customer value is consistently delivered.
• Collaborate with Sales, Product, and other departments to enhance the customer experience and drive customer success.

Benefits

• Health and wellbeing resources.
• Paid volunteer days.
• Wide range of perks and benefits designed to support you and your family.