Manager, Commercial Customer Success
WFA Digital Insight
As the demand for customer success specialists continues to skyrocket, with a 25% increase in job openings over the past year, Atlassian is seeking a skilled Manager of Commercial Customer Success to lead their team to success. With the rise of remote work, companies like Atlassian are prioritizing customer satisfaction and retention, making this role a highly sought-after position. Candidates with experience in Adjust and Excel will have a competitive edge in this market. Before applying, consider the importance of team leadership, customer health management, and cross-functional collaboration in this role.
Job Description
About the Role
The Manager, Commercial Customer Success role at Atlassian is a dynamic position that requires a unique blend of leadership, technical, and interpersonal skills. As a key member of the customer success team, you will be responsible for driving customer satisfaction, adoption, and retention, while also developing and executing customer success strategies that align with the company's growth objectives. You will lead a team of exceptional Customer Success Managers, providing coaching, feedback, and mentoring to ensure a superior customer experience.The role is part of a highly collaborative team of passionate, top performers focused on delivering real impact for both customers and the company. As a remote position, you will have the flexibility to work from anywhere, allowing you to balance your work and personal life effectively.
Atlassian is committed to creating a work environment that is inclusive, diverse, and supportive, where everyone can thrive. As a leader in the customer success team, you will be expected to embody these values and promote a culture of excellence within your team.
What You Will Do
- Develop and execute customer success strategies that drive customer satisfaction, adoption, and retention
- Lead a team of Customer Success Managers, providing coaching, feedback, and mentoring to ensure a superior customer experience
- Drive customer outcomes, including renewal and growth of Annual Recurring Revenue (ARR)
- Proactively monitor customer health and implement risk mitigation strategies to ensure high renewal rates
- Build relationships with key customers, uncover opportunities for expansion, and ensure that customer value is consistently delivered
- Collaborate with Sales, Product, and other departments to enhance the customer experience and drive customer success
- Onboard and continuously develop your team of CSMs, helping them become subject matter experts on Atlassian products and services
- Drive upsell and expansion opportunities within assigned customer portfolio
- Own a small portfolio of customers, ensuring high success rates and renewal rates
What We Are Looking For
- 5+ years of experience in customer success, sales, or a related field, with a proven track record of success
- Strong leadership and management skills, with experience leading high-performing teams
- Excellent communication and interpersonal skills, with the ability to influence at all levels of management
- Strong technical skills, with experience with Adjust and Excel
- Strong problem-solving and analytical skills, with the ability to drive customer outcomes
- Experience with customer success platforms and tools
- Strong understanding of customer success principles and methodologies
Nice to Have
- Experience with Atlassian products and services
- Certification in customer success or a related field
- Experience working in a remote or distributed team environment
Benefits and Perks
- Competitive salary and benefits package
- Flexible working hours and remote work options
- Opportunity to work with a highly collaborative and passionate team
- Professional development and growth opportunities
- Access to the latest tools and technologies
- Comprehensive health and wellness program
- Generous parental leave policy
- Employee stock purchase plan
How to Stand Out
- Familiarize yourself with Atlassian's products and services, including Adjust and Excel, to increase your chances of success in the role.
- Highlight your leadership and management experience, as well as your ability to drive customer outcomes and growth.
- Be prepared to talk about your experience with customer success platforms and tools, and how you have used them to drive customer success in the past.
- Emphasize your strong communication and interpersonal skills, and provide examples of how you have influenced at all levels of management.
- Consider creating a portfolio of your work, including examples of customer success strategies and outcomes, to demonstrate your skills and experience.
- Be prepared to discuss your experience working in a fast-paced environment and prioritizing multiple tasks and responsibilities.
- Research the company culture and values, and be prepared to discuss how you embody them and how you would promote them within your team.
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