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About the Role

Atlassian is helping organizations advance humanity through the power of incredible software that unleashes the potential of every team. With a focus on value selling, we help our customers understand how our products combine to create enterprise solutions that transform their business’s outcomes. Our team enjoys high earnings potential with the enterprise white space opportunity ahead of us, selling impactful products that are at the forefront of cloud and artificial intelligence utilization.

Responsibilities

Proactively manage a portfolio of customers through a pooled model, supporting customers at key journey milestones (including onboarding, adoption, and value realization)
Leverage predictive signals and standardized frameworks to pinpoint key milestones, adoption opportunities, and potential risks, thereby facilitating early and sustained product adoption and success with Atlassian solutions.
Deliver value through many engagements including webinars, office hours, and curated outreach.
Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
Maintain a high-level understanding of industry trends, market dynamics, and competitor activities.
Identify and mitigate churn risks through early risk identification, intervention, escalation, and mitigation in collaboration with internal teams as needed.
Act as the Voice of the Customer, sharing insights and feedback to influence Atlassian’s products and services.
Keep accurate records in Gainsight, adhere to engagement frameworks, and contribute to continuous improvement initiatives.

Requirements

Proven experience in Customer Success, Account Management, or related SaaS roles, with proven experience managing large customer portfolios in a pooled or scaled model with a complex SaaS product portfolio.
A customer-centric mindset, with a passion for driving adoption, value realization, and customer satisfaction.
Demonstrated ability to quickly and effectively build trusted relationships and guide customers to business outcomes through scalable engagement strategies.
Understanding of common Jira and Confluence end-user use cases and ways of working.
Experience establishing collaborative relationships across product, sales, support, marketing, and solution partners to facilitate a seamless customer experience.
Strong organizational and time management skills; ability to manage multiple priorities and engagements simultaneously.
Adaptability and a commitment to continuous learning in a dynamic, fast-paced environment.
Exceptional verbal and written communication skills.
Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

Skills

Jira
Confluence
Gainsight
Salesforce
Tableau

Location

Any country where Atlassian has a legal entity

Work Type

Office
Home
Combination of office and home

Benefits

Health and wellbeing resources
Paid volunteer days

About the Company

Atlassian is helping organizations advance humanity through the power of incredible software that unleashes 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.

Equal Opportunity

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.
We can support with accommodations or adjustments at any stage of the recruitment process.