Customer Success Manager

Praecipio is a cloud-first business and technology consulting firm specializing in strategic Cloud transformations, Enterprise Agility, DevOps, Application Development and Modern Service Management. Praecipio is an enterprise-level strategic advisor across the Atlassian platform focused on helping businesses drive revenue and fuel growth. We architect solutions that enable our customers to stay focused on the work that matters most – solving the biggest problems that exist in the world today.

We are looking for a REMOTE Customer Success Manager in the US who can provide ongoing value and support to our clients. The candidate should be able to contribute to building relationships, implementing new programs that will increase customer satisfaction and minimize churn rates. You will work closely with our Account Executives and Praecipio clients to provide a flawless customer experience.

Responsibilities

• Guide customers to best realize the value in their Atlassian investment
• Continuously seek to improve the customer experience
• Adhere to and exceed clear client retention goals
• Serve as the trusted point of contact for a set of customers to help them get the most out of Atlassian products and attain their ideal solution for team collaboration
• Serve as a technology and use case specialist, demonstrating a deep understanding of the Atlassian customer journey from implementation to adoption and expansion
• Deliver value through proactive and programmatic customer engagement – whether the customer is establishing an Agile product delivery methodology, optimizing Developer Tools automation, building new collaboration communities, or improving IT services
• Take a data-driven approach to customer management to prioritize time around risk, and mitigating churn through customer engagement, as well unlocking growth opportunities

Requirements

• 4+ years in relationship management or account management with a preference for prior SaaS or scaled customer success or services experience
• Understanding of common Jira and Confluence end-user use cases and ways of working, with ability to demonstrate those use cases
• Ability to build collaborative relationships internally across sales, support and marketing to facilitate an exceptional customer experience
• Experience with one of the following: agile ways of working, project management, DevOps and automation, or IT service management
• Proven work experience as a Customer Success Manager or similar role with transferrable skills
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of Atlassian tools and Praecipio service offerings

Benefits

• 4 weeks' Paid Time Off
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources