Manager, Commercial Customer success

About the Role

We’re the Manager of the Commercial Customer Success teams for DX at Atlassian, leading a group of exceptional 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 within this segment, and will work closely with the Sr. Manager of Customer Success and VP of Customer Experience to shape a unified, “unchurnable” customer experience.

What You'll Do

• Team leadership & development: 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.

• Drive customer outcomes: Empower your team to focus on customer outcomes while achieving quarterly and annual targets for net renewals, retention, and expansion.

• Customer health & risk management: Proactively monitor customer health and implement risk mitigation strategies to ensure high renewal rates.

• Upsell and expansion: Build relationships with key customers, uncover opportunities for expansion, and ensure that customer value is consistently delivered.

• Cross-functional collaboration: Collaborate with Sales, Product, and other departments to enhance the customer experience and drive customer success.

• What We're Looking For

• 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.

• Nice to Have

• Bonus points if you have past startup experience

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

• Compensation & Benefits

• Salary range in the United States (yearly): Zone A: $146,800 - $191,760; Zone B: $132,100 - $172,584; Zone C: $121,900 - $159,161. This role may also be eligible for benefits, bonuses, commissions, and equity.

• Benefits & perks: health and wellbeing resources, paid volunteer days, and more.