Role Description As the next Senior Customer Success Specialist, you won’t just be answering questions—you’ll be a trusted advisor to our most high-value global accounts. We are looking for a strategic thinker who thrives on building long-term relationships, navigating complex onboardings, and identifying growth opportunities that help clients win. Work Setup: Remote - Philippines Type of Contract: Full-Time Schedule/Hours: 9 AM – 6 PM EST, Mon-Fri (Night Shift) Equipment: Bring-Your-Own Device (BYOD) The Senior Customer Success Specialist serves as a trusted advisor and strategic partner for customers, ensuring they achieve maximum value from our products and services. This role goes beyond day-to-day support, focusing on driving customer retention, expansion, and satisfaction through proactive engagement, deep product knowledge, and collaboration across internal teams. The Senior Specialist will also mentor junior team members and contribute to the development of customer success best practices. - Serve as the primary point of contact for high-value and strategic accounts, ensuring exceptional customer experiences and outcomes. - Develop and maintain strong, long-term relationships with decision-makers and key stakeholders. - Act as the customer’s advocate within the company, ensuring their feedback informs product, process, and service improvements. - Lead complex onboarding processes for new customers, ensuring seamless adoption and integration of products/services. - Deliver advanced product training sessions tailored to customer needs, fostering self-sufficiency and long-term engagement. - Proactively identify opportunities for account growth through upselling, cross-selling, and contract renewals. - Partner with Sales and Product teams to create tailored solutions that align with customer goals. - Track and manage customer health scores, intervening early to mitigate churn risks. - Resolve escalated customer issues quickly and effectively via Email & Phone, providing expert guidance and solutions. - Analyze recurring customer challenges to recommend systemic process or product improvements. - Maintain accurate records of customer interactions in the CRM system, leveraging data to inform strategies. - Provide leadership with insights on customer satisfaction trends, retention risks, and opportunities. - Mentor and support junior Customer Success team members, sharing best practices and coaching on difficult cases. - Collaborate closely with Sales, Product, and Technical teams to ensure customer success is integrated across the organization. - Adhere to company policies and procedures. - Meet or exceed performance targets for related KPIs. - Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules. - Collaborate with other departments as needed. - Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times. - Perform other duties as assigned. Qualifications - 3-5 years experience in a customer success, account management, or related customer-facing role. - Strong proficiency with CRM software (HubSpot) and customer support tools. - Strong communication skills, both verbal and written, with natural and accent-neutral storytelling ability. - Excellent interpersonal skills, with the ability to engage and influence senior-level stakeholders. - Demonstrated ability to manage multiple priorities in a fast-paced environment. - Strong problem-solving skills with a data-driven approach to decision-making. - Focus on retention, repeat usage, and adoption metrics. - Ability to support onboarding, demos, and customer education. - Technical aptitude to clearly explain app features. - Sales acumen with the ability to convert users. - Proficiency utilizing sales outreach tools, specifically LinkedIn Sales Navigator. Benefits - Competitive compensation. - Adherence to government-mandated benefits. - Retirement Savings Program with Company Matching. - Life Insurance. - HMO 1st day. - Paid time off + birthday leave. - Bonus and incentive plans. - Opportunities for skills training and personal and professional development. - Employee Referral Program.

• Own a portfolio of clients, serving as the primary point of contact to ensure satisfaction, retention, product adoption, and revenue growth. • Build and maintain strong, long-term, trusted client relationships, advocating for their success and coordinating with Client Support to resolve technical issues. • Develop and execute account growth strategies to identify and secure upsell, cross-sell, and renewal opportunities aligned with client goals and business needs. • Deliver recommendations, showcasing how additional products, services, or features can drive measurable ROI for the client. • Proactively prospect within existing accounts to identify new business needs, product gaps, and expansion opportunities. • Provide technical insights and leading practices to clients for optimizing Salesforce-native Advancement RM products. • Supports CRM clients with advancement ecosystem products, including Salesforce AppExchange and integrated solutions. • Maintain accurate pipeline and forecasting through CRM tools, tracking all account activity and revenue opportunities. • Translate client feedback into actionable requirements for Product Management. • Keep clients informed of Salesforce and Kindsight product updates, new features, and technical best practices. • Drive renewals and expansion opportunities by demonstrating the technical and business value of our solutions.

Working at Atlassian Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. However, we are currently only recruiting for this role in the UK. About DX DX is headquartered in Salt Lake City, Utah and is one of the fastest-growing SaaS companies globally. We help engineering leaders build high-performing, productive teams. DX collects millions of data points daily, powering insights into developer productivity and experience at companies like Pinterest, GitHub, BNY, Xero, and many more . Our business has scaled profitably and grown rapidly-tripling annual recurring revenue in the last several years. DX recently closed on its acquisition by Atlassian . By joining Atlassian, we will expand our resources, accelerate growth and R&D, and ultimately deliver greater impact to our customers. About the role - We are a team of passionate, 10X performers who are energized by making an impact on our customers and our company. - As a CSM, you will be partnering with up to 30 of DX's midmarket customers to drive engineering transformation using our platform. In this role, you'll be managing an important segment of our customers through implementation and rollout and the eventual renewal. Along the way, you'll be focused on driving their success with the program, helping ensure product utilization, business alignment, and that DX is always supporting high-value use cases at the company. - You will join a team of collaborative CSMs and reporting to our Manager of Commercial Customer Success. Everyone on the team is here to do more than just be a great CSM. We're all working together to build an exceptional customer success function and a generational business, and everyone is extremely close to-and has influence over-important decision-making at the company. - This is a special opportunity for the right person. At DX, the challenge isn't firefighting or dealing with a buggy product. Our challenge is partnering with customers to ensure DX drives real change and positive impact at their company. Every CSM will have a great supporting cast, allowing you to focus on being proactive and strategic rather than reactive. Key responsibilities - Become a product expert and a master of our customer success process - Own the full customer lifecycle, from implementation, to driving program success (utilization, business alignment, use case development and fulfillment) and running the renewal - Effectively coordinate and lead the internal team focused on supporting each customer to ensure our customers get what they need (ProServ, Sales, Support, and Solutions Engineering) - Create and maintain a customer success plan, tracking success initiatives - Meet targets for net renewal and customer expansion, accurately forecast renewals and track their progress - Identify and resolve potential renewal challenges to ensure a high renewal rate - Establish DX as a key strategic driver of our prospect's business goals, leading them to integrate DX insights into their company workflows - Arrange and conduct Executive and CxO services-related discussions according to the account strategy - Discover opportunities for expansion and growth within accounts by identifying potential use cases where DX can support - Collaborate closely with all functions of the business to ensure our customers are successful - Proactively track and report key account metrics to measure success and identify areas for improvement What we value at DX Companies have all kinds of culture slides. At DX, we want to be very clear about what we care about and how we judge performance. For us, it all boils down to individual mastery, becoming the best at your craft. Those who exhibit this quality will thrive here and be unduly rewarded. We can't control outcomes due to competitors, the economy, decision-makers, etc., but what we can control is doing our jobs at the highest level possible. What makes a great fit - 3-5 years previous Customer Success management experience - You quietly outwork your peers, you are meticulous and obsessive about details and process - You perform at a high level consistently, not in spurts - Ability to quickly learn and communicate about technical topics and products - Ability to take ownership, work under pressure, and meet deadlines on time - Ability to challenge, recommend, and redirect teams, as well as manage customer expectations - Excellent presentation, communication (oral & written), and relationship-building skills, across all levels of management - Excellent people management skills, including the ability to influence, negotiate, and achieve results through others who are not direct reports Bonus points if you... - Have past startup experience - Have past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO) Benefits & Perks Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits . About Atlassian At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together. We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines. To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them. To learn more about our culture and hiring process, visit go.atlassian.com/crh . #LI-NT1

This opportunity is a hybrid role at JumpCloud®, requiring that you are able to work both on site and remotely in the location specified in the Job Description. This opportunity also requires that you work a specific shift as this is a region specific role. About JumpCloud® JumpCloud® delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud®, IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud® is IT Simplified. About the Role The Global AM & CSM Enablement Program Manager will design and deliver targeted enablement programs that elevate JumpCloud’s global Account Manager (AM) and Customer Success Manager (CSM) teams. This role blends instructional design, coaching, and data-driven enablement to strengthen execution across customer adoption, retention, and expansion. You’ll partner closely with Customer Success, Account Management, Sales Leadership, Customer Education, Customer Marketing, and Product Marketing to ensure every AM and CSM has the tools, skills, and confidence to deliver value to our customers while driving growth and retention outcomes. Responsibilities - Design and deliver engaging onboarding and ongoing enablement programs for global AM and CSM teams supporting Commercial and Enterprise segments. - Develop and facilitate skill-development sessions focused on customer lifecycle excellence—driving adoption, value realization, renewal, and expansion. - Provide ongoing 1:1 and small-group coaching to strengthen performance in relationship management, success planning, customer advocacy, and expansion strategy. - Lead call reviews and live/recorded coaching sessions to enhance effectiveness in account planning, value articulation, stakeholder engagement, renewal negotiation, and cross-sell/up-sell motions. - Drive adoption of AM & CSM playbooks and processes to ensure consistent, scalable customer engagement and growth execution across regions. - Build and maintain enablement content and resources—including talk tracks, success plans, templates, and playbooks—tailored to AM and CSM roles. - Partner cross-functionally with Customer Success, Sales, RevOps, and Product Marketing to align enablement initiatives with customer lifecycle processes, marketing campaigns, and product launches. - Analyze performance and engagement metrics (renewal rate, expansion pipeline, NRR, adoption trends) to identify skill gaps and prioritize enablement programs. Requirements - ~3+ years of experience in a post-sales customer-facing role (e.g., Account Manager, Customer Success Manager, or equivalent) within a Commercial or Enterprise B2B SaaS organization. - ~1+ year of experience in Sales or Customer Success Enablement, or in a leadership/training/coaching role with measurable impact on team performance. - Deep understanding of the post-sales customer lifecycle, including onboarding, adoption, success planning, renewal, and expansion motions. - Proven ability to facilitate engaging virtual and in-person training sessions that drive behavior change and improve customer outcomes. - Familiarity with Value Selling, Customer Success frameworks, or similar methodologies for driving customer value and growth. - Domain knowledge in IT, Security, and SaaS and comfort enabling technically oriented teams is a strong plus. - Data-driven mindset with proficiency in Salesforce, Gong, Catalyst, Tableau, and Google Workspace to analyze trends and measure enablement impact. Working Location Type & Working Hours - This role is Hybrid in Bangalore, India and requires that you be able to work from our office location 3 days / week. - This role's working hours are 1:00pm - 10:00 pm IST and without substitution. #LI-YI1 Where you’ll be working/Location: This role is hybrid in the country of India. You must be located in and authorized to work in India to be considered for this role. This hybrid role is based in the Bengaluru metro area and requires team members to spend a few days each week in the office. You are able to work remotely when not in the office. Language: JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description. Why JumpCloud®? If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about. One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®. Please note JumpCloud® is not accepting third party resumes at this time. JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Scam Notice: Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment. All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at recruiting@jumpcloud.com with the subject line "Scam Notice" #LI-Remote #BI-Remote