Customer Success Manager (Enterprise)

Job title: Customer Success Manager (Enterprise)

About the Role

At Atlassian, you’ll join a team of passionate Customer Success Managers focused on driving engineering transformation with our platform for enterprise customers. You’ll own a key segment of DX’s enterprise clients, guiding them from implementation through renewal and helping achieve measurable value through product utilization and business alignment.

What You'll Do

• 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 renewal) and running the renewal

• Coordinate and lead the internal team (ProServ, Sales, Support, Solutions Engineering) to ensure customers get what they need

• Create and maintain a customer success plan, tracking success initiatives

• Meet targets for net renewal and customer expansion, accurately forecast renewals and track progress

• Identify and resolve renewal challenges to ensure a high renewal rate

• Establish DX as a key Commercial driver of our prospect’s business goals, guiding them to integrate DX insights into workflows

• Arrange and conduct Executive and CxO services discussions per account strategy

• Discover opportunities for expansion by identifying potential use cases where DX can support

• Collaborate across all functions to ensure customer success

• Proactively track and report key account metrics to measure success and identify areas for improvement

• What We're Looking For

• 5+ years in Customer Success management, technical account management, or account management in the Enterprise space

• You quietly outwork your peers, are meticulous and obsessive about details and process

• Consistently perform at a high level, not in spurts

• Ability to quickly learn and communicate about technical topics and products

• Ability to take ownership, work under pressure, and meet deadlines

• Ability to challenge, recommend, and redirect teams, and manage customer expectations

• Excellent presentation, communication (oral & written), and relationship-building skills across all levels of management

• Excellent people management skills, including influencing, negotiating, and achieving results through others who are not direct reports

• Bonus points if you have startup experience or experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO)

• Nice to Have

• Have past startup experience

• Have past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO)

• Compensation & Benefits

• This role may be eligible for benefits, bonuses, commissions, and equity

• Base pay is configured by geographic pay zones. Zone A: $146,880 - $191,760; Zone B: $132,192 - $172,584; Zone C: $121,910 - $159,161

• Atlassian offers a wide range of perks and benefits designed to support you and your family, including health and wellbeing resources, paid volunteer days, and more