Customer Success Manager

Overview

Atlassian builds software that helps teams across the world work better together and make progress on important goals, from healthcare and space missions to emergency response and everyday operations. The company’s purpose is to help every team reach its full potential through open work.

In this Customer Success Manager role, you will partner with DX customers to support engineering transformation through the platform. Your focus will be on guiding a key customer segment through implementation, rollout, and renewal, while helping them get maximum value from the product. Success in this position means improving adoption, aligning the product with business goals, and ensuring DX supports high-value use cases across the customer’s organization.

Atlassian gives team members flexibility in where they work, including office-based, home-based, or a mix of both. The company can hire in any country where it has a legal entity.

Responsibilities

You will work with a collaborative customer success team and report to the Manager of SMB Customer Success. The team works closely with one another and has meaningful involvement in important company decisions, with a shared goal of building a strong customer success organization and long-term business growth.

This role is designed for someone who wants to work strategically and proactively, not simply react to issues. The product itself is not positioned as a firefighting environment; instead, the main challenge is helping customers create real organizational change and measurable impact through DX.

• Develop deep product knowledge and become highly skilled in the customer success process.
• Manage the complete customer journey, including implementation, adoption, business alignment, use case development, fulfillment, and renewal.
• Build and maintain customer success plans and monitor the progress of success initiatives.
• Deliver on targets for renewal and expansion, and provide accurate renewal forecasts.
• Spot renewal risks early and take action to protect renewal outcomes.
• Position DX as a strategic contributor to customers’ business objectives and help embed DX insights into everyday workflows.
• Lead executive- and C-level conversations based on account strategy.
• Find expansion opportunities by identifying additional use cases where DX can add value.
• Partner with internal teams across the business to support customer outcomes.
• Track and communicate key account metrics to evaluate success and highlight improvement areas.

Benefits & Perks

Atlassian provides a broad set of benefits and perks to support employees, their families, and community involvement. These include health and wellbeing resources, paid volunteer time, and additional offerings.

Equal Opportunity & Accommodations

Atlassian is committed to an inclusive workplace and does not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. Candidate information is kept confidential in line with equal employment opportunity guidelines.

If you need accommodations or adjustments during the hiring process, you can let the recruitment team know at any stage of the conversation.

About Atlassian

Atlassian’s mission is to help every team reach its potential. Its products support collaboration for many types of work, making it easier for teams to achieve together what would be difficult alone.

The company values the different backgrounds and perspectives of its people, and those contributions are seen as central to its success. More information about the company culture and hiring process is available through Atlassian’s recruitment resources.