Manager, Customer Success (Channel & Enterprise) - (Remote - US)

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Requirements:

• Extensive experience working within the Channel ecosystem, especially with or through a partner ecosystem, ideally in the Atlassian or similar environments.
• Proven track record of building and scaling a Customer Success team in a high-growth SaaS setting.
• Strong ability to develop and execute customer success playbooks that drive retention, satisfaction, and expansion, while managing channel relationships.
• Data-driven mindset, with proficiency in leveraging analytics to inform decisions and optimize processes.
• Demonstrated leadership in coaching, mentoring, and developing a high-performing global team.
• Familiarity with technical migrations, including Cloud and version migrations, is a plus.
• Excellent communication skills and ability to work cross-functionally in remote or hybrid environments.

Responsibilities:

• Lead, coach, and mentor a team of CSMs focused on strategic enterprise accounts and channel teams.
• Drive customer success strategies that deliver measurable outcomes, including adoption, retention, and expansion.
• Support customer engagement by handling escalations and maintaining strong executive relationships to ensure customer satisfaction.
• Build and implement scalable customer success processes, tools, and playbooks to ensure a high-impact, consistent customer experience.
• Work cross-functionally with Channel, Product, and Marketing teams to drive a unified customer strategy.
• Use data-driven insights to monitor KPIs and customer health metrics, optimizing strategies to drive better customer outcomes.