Customer Success Manager

Summary

Join ScriptRunner's dynamic team as a Customer Success Manager and play a pivotal role in ensuring customer satisfaction and retention. Leverage expertise in ScriptRunner to engage with growth clients, providing consultative services. Reduce churn, identify growth opportunities, and enhance customer relationships. Work closely with clients to understand their needs, providing strategic guidance and tailored recommendations. Use quantitative and qualitative research to enhance customer experience and inform product roadmaps. Proactively contact clients to ensure satisfaction and retention, and encourage engagement with the Atlassian Community and ScriptRunner Loop. Participate in marketing initiatives, create engaging content, host webinars, and attend events to represent ScriptRunner. Support and grow the community of product users by providing timely and effective support and promoting community resources. Gather and relay customer feedback to internal teams to shape the product roadmap and services.

Requirements

• Strong organisational, prioritisation, and interpersonal skills
• Innovative and creative thinking abilities
• Proven ability to engage with senior stakeholders and end-users
• Excellent consultative skills and a strategic mindset
• Empathetic and customer-centric with strong relational intelligence
• Exceptional communication skills and collaborative spirit
• Willingness to learn and adapt in a dynamic environment

Responsibilities

• Be a Trusted Advisor: Work closely with a defined set of key growth clients to understand their needs and challenges, providing strategic guidance and tailored recommendations
• Drive Customer Success: Use both quantitative and qualitative research techniques to enhance the customer experience and inform product roadmaps
• Engage and Empower: Proactively contact clients at critical times to ensure satisfaction and retention, while also encouraging engagement with the Atlassian Community and ScriptRunner Loop
• Public Representation: Participate in marketing initiatives, create engaging content, host webinars, and attend events to represent ScriptRunner
• Community Growth: Support and grow our community of product users by providing timely and effective support and promoting community resources
• Influence Product Development: Gather and relay customer feedback to internal teams to help shape our product roadmap and services

Preferred Qualifications

• Experience with ScriptRunner and the Atlassian ecosystem
• Coding or technical skills, or a keen willingness to learn
• Background in Customer Success, Account Management, or Project Management
• Experience working with technology platforms

Benefits

• We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team
• We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices
• Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS