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About the Role
Atlassian Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment by engaging them to align on strategic goals and unlock early and sustained outcomes. CSMs deliver standard methodologies at scale to support product adoption, solution expansion, and long-term growth of customer users. You will build relationships, demonstrate an understanding of the customer journey, and guide complex customers over hurdles by delivering value realization through proactive and programmatic customer engagement and best practices. You'll use your solution expertise across multiple products and solution practice areas, working with a variety of customer profiles including executives, administrators, and multi-layered global teams.
Responsibilities
- Develop a trusted advisor relationship with customers from C-Suite, to executives and global teams helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
- Collaborate with the customer and account team members to develop Customer Success Plans, including regular check-ins, EBRs (Executive Business Reviews), and strategic planning sessions.
- Manage post-sales activity for your customers through relationship-building, product expertise and execution.
- Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
- Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions.
- Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your seasoned account team and in particular the Account Associate.
- Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers.
Requirements
- 3-7 years in Customer Success or account management with a track record managing Enterprise customers with a complex SaaS product portfolio.
- Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
- Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
- Understanding of common Jira and Confluence end-user use cases and ways of working, with an ability to demonstrate those use cases, and understanding of configuration trade-offs.
- Experience making customers feel valued through quality service internally across product, sales, support and marketing to facilitate a seamless customer experience.
- Experience balancing a book of business in a customer-facing environment.
Skills
- Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes.
- Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau
Location
- Any country where Atlassian has a legal entity
Work Type
- Office, home, or a combination of the two
Experience Level
- 3-7 years
Salary/Compensations
- Zone A: $118,957 - $155,304
- Zone B: $107,100 - $139,825
- Zone C: $98,734 - $128,903
Benefits
- Health and wellbeing resources
- Paid volunteer days
About the Company
- Atlassian is 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.
- In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.
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.