Customer Success Manager Mid Market

• 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 up to 30 of DX's midmarket 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 Manager of Commercial Customer Success. 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.

• 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

• 5-7 years previous Customer Success management experience
• 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

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

What We Do

Atlassian creates teamwork solutions for high-performing teams. Our portfolio of collaboration and work management software products includes Jira Confluence Trello Loom and Rovo. More than 300000 businesses worldwide rely on Atlassian’s technology including 80 percent of Fortune 500 companies. Our solutions support various business teams and they help organizations plan track and deliver their biggest ideas together.

Why Work With Us

At Atlassian we believe we can accomplish so much more together than apart — which is why everything from our tooling — to our distributed workforce — to how our teams are structured is rooted in collaboration. Come join us and help unleash the potential of every team.

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