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Client Success Manager

  • Remote

Job description

Position Overview:

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 

Key Responsibilities:

Pre-Sales & Engagement Design

  • 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.

Client Advocacy & Engagement Management

  • 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.

Renewals & Revenue Growth

  • 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.

Operational Coordination

  • 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.

Key Skills:

Relationship Management

  • 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.

Sales Acumen

  • 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.

Operational Execution

  • 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.

Performance Expectations

  • 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.

Job requirements

Experience & Qualifications:

  • ​​5+ years in client-facing roles such as Account Management, client Success, or Consulting.

  • Familiarity with Atlassian products and services, or equivalent SaaS/IT service offerings.

  • Proven track record of managing renewals and identifying revenue opportunities in a B2B services context.

  • Experience coordinating multi-disciplinary teams to achieve client outcomes.

Certifications & Education:

  • Bachelor's degree in Business, Communications, Information Systems, or a related field preferred.

  • Atlassian certifications or client Success certifications (e.g., SuccessHACKER, Gainsight, etc.) are a plus.

This role is ideal for client-focused professionals who enjoy blending strategic relationship management with operational coordination and revenue growth. The Client Success Manager plays an essential role in fostering lasting client partnerships and amplifying the impact of Isos’ solutions and services.

About Isos Technology
Isos Technology helps organizations in the public and private sectors solve complex business challenges with Atlassian tools and industry best practices to drive enterprise excellence. Whether optimizing service management, migrating to the cloud, or developing long-term IT strategies, Isos Technology partners with teams to achieve measurable results.

As an Atlassian Platinum Solution Partner, Isos specializes in ITSM, cloud migrations, and enterprise strategy. The company has been recognized multiple times as an Atlassian Partner of the Year. Since 2005, Isos Technology has helped Fortune 1000 companies and public sector organizations innovate and build sustainable success.

This position is primarily a work from home position and we consider applicants throughout the United States. We support pay transparency and the On-Target Earnings (OTE - which includes base salary, bonus, and other incentives) range for this position is between $80,000-$85,000 plus incentive combined plus a suite of employee benefits, paid time off, and a 401(k) plan with an employer contribution. Actual compensation can vary based on qualifications, experience, additional incentive opportunities, and geographic pay differentials.

Isos Technology is an Equal Opportunity Employer. We do not discriminate on the basis of race, sex, sexual orientation, gender identity, religion, national origin, color, age, physical or mental disability, spousal affiliation, marital status, a serious medical condition, genetic information, veteran status or any other basis prohibited by federal, state, or local law. Candidates must be willing to participate in and successfully pass a background check and pre-employment drug testing and be authorized to work in the United States. Isos Technology is also an E-Verify participating employer.

E-Verify Participation Notice: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

E-Verify Right to Work: https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf

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