Customer Retention Manager – UK&I


Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or from an office (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Are you passionate about engaging with Enterprise customers and have experience with software retention? Do you enjoy working in smaller teams, while also being part of a company that’s experiencing outstanding growth? Are you a curious person, always looking for a way to maximize value with all your customers? Our Enterprise Loyalty team’s mission is to maximize revenue retention, strategic migration, and expansion efforts; all while providing a seamless customer experience that ensures continued health and loyalty. If this sounds exciting, then read on!
We impact the retention and growth of our Enterprise accounts by cultivating strong partnerships with our largest 10% of customers and positioning the high value of Atlassian’s software within every interaction.
Your Future Team

The Loyalty Advocacy team is comprised of curious, proactive, empathetic, and fun-loving Loyalty Advocates specializing in Atlassian’s full suite of products and services. We have shared team performance metrics and goals to encourage collaboration and partnership. Above all, we believe in the Atlassian values and use them as our compass in always refining and optimizing our non-traditional sales model. Our team drives renewal strategies that engage clients and keep the churn rates low. We uncover expansion and migration opportunities by aiming to understand our customer’s goals then sharing how Atlassian’s solutions can help achieve them.

Every Enterprise Loyalty Advocate bridges the gap between sales and customer success by collaborating with account teams and channel partners to support strategic account planning, verifying pricing and license expiration dates, and sharing feedback on the growing needs of a customer.

You will report to the Loyalty Advocates Team Lead.


What you’ll do


  • Nurturing customer relationships throughout the renewal lifecycle, maximizing customer retention rates through effective inside sales techniques over the phone, video, and email while also mitigating churn risk.
  • Lead renewals across different products and platforms for both direct customers as well as customer renewals that vary across any of our Solution Partners in each region we support
  • Increase customer awareness of Atlassian’s product portfolio to identify cross-sell and up-sell opportunities during the renewals cycle
  • Maintains a deep understanding of product updates and new offerings and articulates those improvements to customers and our solution partners
  • Maintains a consistently healthy pipeline by logging sales and renewal activities, customer data, and customers’ status within internal systems

    About You


  • Three or more years of proven experience in account management, software renewals, customer success, or other relevant business areas
  • Ability to establish rapport, form relationships, and build trust on the phone and on video across a wide variety of countries and cultures
  • Consistent track record of meeting or exceeding performance goals



    Our perks & benefits
    To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.
    About Atlassian
    The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we’re motivated by a common goal: to unleash the potential of every team.
    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 learn more about our culture and hiring process, explore our Candidate Resource Hub.
    Job Overview