Principal Customer Success Manager, DX at Atlassian

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 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

What we value at DX

Companies have all kinds of culture slides. At DX, we want to be very clear about what we care about and how we judge performance. For us, it all boils down to individual mastery, becoming the best at your craft. Those who exhibit this quality will thrive here and be unduly rewarded. We can’t control outcomes due to competitors, the economy, decision-makers, etc., but what we can control is doing our jobs at the highest level possible.

Your Background

• 7+ years of 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

It’s nice if you have

• Have past startup experience

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

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $174,600 - $227,950

Zone B: $156,600 - $204,450

Zone C: $144,900 - $189,175

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

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

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.