Commercial Customer Success Manager, DX

Atlassian • West Valley City, UT

8d • $100,397 - $157,920

About The Position

The Commercial Customer Success Manager will join DX’s collaborative Customer Success team and report to the Manager of Commercial Customer Success. The role focuses on helping customers achieve meaningful organizational change and positive impact through DX, taking a proactive and strategic approach with support from colleagues across the business.

The manager owns the customer lifecycle from implementation through program success and renewal. They help customers increase utilization, align programs to business goals, develop and fulfill use cases, and incorporate DX insights into company workflows. The role also involves managing success plans and account metrics, forecasting renewals, identifying expansion opportunities, and conducting executive-level discussions according to account strategy.

Atlassian offers flexible work-location choices: employees may work from an office, from home, or a combination of the two. Hiring is available in countries where Atlassian has a legal entity. The role may be eligible for benefits, bonuses, commissions, and equity. U.S. base pay ranges for new hires are $120,960–$157,920 in Zone A, $108,864–$142,128 in Zone B, and $100,397–$131,074 in Zone C.

Responsibilities

• Become a product expert and master the customer success process.
• Own the customer lifecycle, from implementation through program success and renewal, including utilization, business alignment, use case development, and fulfillment.
• Create and maintain customer success plans and track success initiatives.
• Meet net renewal and customer expansion targets, accurately forecast renewals, and track renewal progress.
• Identify and resolve potential renewal challenges to support a high renewal rate.
• Establish DX as a strategic driver of customers’ business goals and lead customers to integrate DX insights into company workflows.
• Arrange and conduct executive- and C-level services-related discussions according to account strategy.
• Identify potential use cases and opportunities for account expansion and growth.
• Collaborate with business functions to support customer success.
• Proactively track and report key account metrics to measure success and identify areas for improvement.

Benefits

• The role may be eligible for benefits, bonuses, commissions, and equity.
• Health and wellbeing resources.
• Paid volunteer days.
• Other perks and benefits intended to support employees, their families, and local community engagement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed