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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 outcomes through product adoption, solution expansion, and long-term growth. As a CSM, you will build relationships, guide customers, and deliver value realization through proactive engagement and best practices, leveraging solution expertise across multiple products.
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.
- Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes.
- 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
- 8-10 years in Customer Success or account management with a track record managing Mid Market 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
- Gainsight (or similar CRM tool)
- Salesforce
- BI tools such as Tableau
Location
- United States
Work Type
- Office
- Home
- Combination of office and home
Experience Level
- 8-10 years
Salary/Compensations
- Zone A: $148,696 - $194,130
- Zone B: $133,826 - $174,717
- Zone C: $123,417 - $161,128
Benefits
- Health and wellbeing resources
- Paid volunteer days
About the Company
- Atlassian's 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 learn more about our culture and hiring process, visit go.atlassian.com/crh.
- 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.
- 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.