The Client Success Manager (CSM) is a critical client-facing role dedicated to maximizing client value and retention through proactive relationship management, strategic guidance, and the facilitation of Isos Technology offerings. Situated within the Go-To-Market (GTM) organization, this role sits at the nexus of post-sales support, service growth, and client advocacy—ensuring clients receive continuous value from their Atlassian investments and engagements with Isos.
The CSM plays a pivotal role in client renewals, upselling and cross-selling services, orchestrating client-centric events, and serving as a connector between Isos’ delivery and account management functions. This position requires a high degree of professionalism, organizational acuity, and the ability to synthesize technical and business priorities to create impactful outcomes for clients.
This role collaborates closely with Account Executives, Strategic Advisors, Project Managers, and Consulting Leadership to
Support Solutions Engineers and Account Executives during the sales process through technical advisory, estimation, and scope validation.
Participate in client presales discovery and help translate needs into Statements of Work (SOWs) and Execution Plans.
Provide architecture and technical feasibility guidance during bid and proposal phases.
Serve as the Practice voice during proposal efforts to ensure alignment with delivery capabilities and budget expectations.
Serve as the primary point of contact for assigned clients throughout the client lifecycle.
Understand clients’ evolving needs and ensure they are receiving maximum value from their Atlassian solutions and Isos engagements.
Coordinate Isos Days and other strategic value-add sessions to reinforce Isos’ thought leadership and client alignment.
Manage software license renewal processes to ensure timely execution and alignment with client priorities.
Drive renewal conversations to include expansion of Managed Services and other relevant offerings.
Identify upsell and cross-sell opportunities, ensuring a clear handoff of net-new project leads to the assigned Account Executive.
Track engagement health and client satisfaction through regular check-ins and account reviews.
Coordinate internally across consulting, support, and licensing teams to address client issues and anticipate challenges.
Collaborate with Strategic Advisors and Sales to shape client roadmaps and proactively uncover new opportunities.
Exceptional interpersonal skills with the ability to build trust quickly and influence stakeholders at all levels.
Client-centric mindset with a deep commitment to value delivery and retention.
Strong understanding of renewal cycles, managed services packaging, and solution positioning.
Ability to uncover needs and collaborate with Sales and Delivery teams to propose solutions.
Comfortable with CRM and client success tools for managing accounts and tracking activity.
Strong organizational and time management skills with the ability to manage multiple priorities.
Achieve 95%+ renewal rate for assigned client accounts.
Contribute to Net Revenue Retention (NRR) targets through upsell/cross-sell support.
Ensure high CSAT scores across engagement touchpoints.
Coordinate at least one strategic client-facing event (e.g., Isos Day) per client annually.
Partner effectively with Sales and Delivery to generate qualified project opportunities.