Senior Program Manager, Renewals Strategy & Risk Mitigation at Loom
San Francisco, CA
About the Job
OverviewPosition Overview: We are seeking a highly motivated Program Manager for Churn Management to join our CX Strategy team
This role will support Global Customer Success, Advisory Services, and Renewals and will play a crucial role in developing and implementing strategies to forecast, reduce customer churn and, increase customer retention
The ideal candidate will possess strong skills in data analysis, customer retention, relationship management, and strategic planning, with a focus on identifying and addressing the root causes of churn.Working at AtlassianAtlassians 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
Interviews and onboarding are conducted virtually, a part of being a distributed-first company.ResponsibilitiesRole and ResponsibilitiesProgram Development: Create program concepts and strategies aimed at attaining churn targets.Program Oversight: Oversee churn management programs to assist with forecasting, risk mitigation, and churn management.Cross-functional Collaboration: Represent CSM and customers in cross-functional programs/work streams focused on churn mitigation programs.Customer Feedback Utilization: Translate customer feedback data and survey results into program attributes that drive new customer impact and outcomes.GTM Strategy Execution: Ensure successful execution of the Global Customer Success GTM strategy.Change Management: Drive change management initiatives to ensure successful adoption of new processes, features, and tools.Stakeholder Relationship Building: Build strong relationships with internal stakeholders and external partners to foster collaboration and achieve adoption goals.Operations: Manage renewal and success team strategy and operations to ensure efficiency and scalabilty.Qualifications:Experience: 5+ years in program management, preferably in SaaS or software industries, with a proven track record of driving adoption and engagement initiatives.Strategic Thinker: Strong strategic thinking and problem-solving skills, with the ability to develop and execute complex adoption programs.Analytical Skills: Proficiency in data analysis and interpretation to drive insights and decision-making.Communication Skills: Excellent communication and presentation skills, with the ability to influence and collaborate effectively across all levels of the organization.Project Management: Demonstrated experience in managing cross-functional projects with tight deadlines and competing priorities.Customer Focus: Passion for understanding customer needs and delivering exceptional customer experiences.Preferred Skills:Experience with Atlassian products or similar collaboration tools.Knowledge of agile methodologies and practices.Education:Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field
Advanced degree preferred.QualificationsCompensationAt Atlassian, we strive to design equitable, explainable, and competitive compensation programs
To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline
Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience
In the United States, we have three geographic pay zones
For this role, our current base pay ranges for new hires in each zone are:Zone A: $171,800 - $229,000Zone B: $154,600 - $171,800Zone C: $142,600 - $190,100This role may also be eligible for benefits, bonuses, commissions, and equity.Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones
However, please confirm the zone for your specific location with your recruiter.Our perks & benefitsAtlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community
Our offerings include health coverage, paid volunteer days, wellness resources, and so much more
Visit go.atlassian.com/perksandbenefitsto learn more.About AtlassianAt 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.Job SummaryCategory: Sales
This role will support Global Customer Success, Advisory Services, and Renewals and will play a crucial role in developing and implementing strategies to forecast, reduce customer churn and, increase customer retention
The ideal candidate will possess strong skills in data analysis, customer retention, relationship management, and strategic planning, with a focus on identifying and addressing the root causes of churn.Working at AtlassianAtlassians 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
Interviews and onboarding are conducted virtually, a part of being a distributed-first company.ResponsibilitiesRole and ResponsibilitiesProgram Development: Create program concepts and strategies aimed at attaining churn targets.Program Oversight: Oversee churn management programs to assist with forecasting, risk mitigation, and churn management.Cross-functional Collaboration: Represent CSM and customers in cross-functional programs/work streams focused on churn mitigation programs.Customer Feedback Utilization: Translate customer feedback data and survey results into program attributes that drive new customer impact and outcomes.GTM Strategy Execution: Ensure successful execution of the Global Customer Success GTM strategy.Change Management: Drive change management initiatives to ensure successful adoption of new processes, features, and tools.Stakeholder Relationship Building: Build strong relationships with internal stakeholders and external partners to foster collaboration and achieve adoption goals.Operations: Manage renewal and success team strategy and operations to ensure efficiency and scalabilty.Qualifications:Experience: 5+ years in program management, preferably in SaaS or software industries, with a proven track record of driving adoption and engagement initiatives.Strategic Thinker: Strong strategic thinking and problem-solving skills, with the ability to develop and execute complex adoption programs.Analytical Skills: Proficiency in data analysis and interpretation to drive insights and decision-making.Communication Skills: Excellent communication and presentation skills, with the ability to influence and collaborate effectively across all levels of the organization.Project Management: Demonstrated experience in managing cross-functional projects with tight deadlines and competing priorities.Customer Focus: Passion for understanding customer needs and delivering exceptional customer experiences.Preferred Skills:Experience with Atlassian products or similar collaboration tools.Knowledge of agile methodologies and practices.Education:Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field
Advanced degree preferred.QualificationsCompensationAt Atlassian, we strive to design equitable, explainable, and competitive compensation programs
To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline
Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience
In the United States, we have three geographic pay zones
For this role, our current base pay ranges for new hires in each zone are:Zone A: $171,800 - $229,000Zone B: $154,600 - $171,800Zone C: $142,600 - $190,100This role may also be eligible for benefits, bonuses, commissions, and equity.Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones
However, please confirm the zone for your specific location with your recruiter.Our perks & benefitsAtlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community
Our offerings include health coverage, paid volunteer days, wellness resources, and so much more
Visit go.atlassian.com/perksandbenefitsto learn more.About AtlassianAt 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.Job SummaryCategory: Sales
