Enterprise Customer Success Manager, DX

Atlassian • New York, NY

8d • $121,910 - $191,760

About The Position

The Enterprise Customer Success Manager partners with DX customers to drive engineering transformation using the DX platform. The role manages an important segment of customers through implementation, rollout, program success, and renewal, with a focus on product utilization, business alignment, and supporting high-value use cases. The CSM joins a collaborative team and reports to the Manager of Enterprise Customer Success. The position emphasizes proactive, strategic customer partnership and contributing to the development of an exceptional customer success function.

Responsibilities

• Become a product expert and master the customer success process.
• Own the full customer lifecycle, including implementation, program success, and renewals.
• Drive program success through 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 their progress.
• Identify and resolve potential renewal challenges to support a high renewal rate.
• Position DX as a strategic driver of customers’ business goals and help integrate DX insights into company workflows.
• Arrange and conduct executive- and C-level services-related discussions according to account strategy.
• Identify account use cases and opportunities for expansion and growth.
• Collaborate with all business functions to support customer success.
• Proactively track and report key account metrics to measure success and identify improvement areas.

Benefits

• Health and wellbeing resources
• Paid volunteer days
• The role may be eligible for benefits, bonuses, commissions, and equity.

What This Job Offers

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