Senior Customer Success Manager

Apply for this job

Working at Atlassian

Atlassians 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.

In this role, you will work closely with the Team Manager on customer and team initiatives, help drive change management , support team escalations, the mentoring and development of CSMs, and

• As a Senior Enterprise Customer Success Manager, you will develop a trusted advisor relationship with customers (C-suite) helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle

• You’ll work closely with the entire account team to develop a joint success plan with your customers to ensure goals are aligned from a business strategy perspective and success metrics are identified

• You’ll manage post-sales activity for your customers through strong relationship-building, product knowledge, planning, and execution

• Maintain a deep understanding of our product and speak with customers about relevant features/functionality for their specific requirements

• Proactively 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

• Function as the voice of the customer to provide internal feedback on how Atlassian can better serve our enterprise customers

• Act as a change agent to support CS leadership by championing new initiatives, driving positive messaging, and sharing upward feedback to leadership on team sentiment

• Act as an SME in at least one product/market solution

• 6+ years in Customer Success or account management supporting Enterprise customers with a complex SaaS product portfolio

• Experience in consultative, strategic customer engagement for top tier customers

• Consistently demonstrates strong executive presence and maintains composure in challenging situations

• Proven ability to establish yourself as a trusted advisor with customer stakeholders to drive business outcomes

• Experience leveraging 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 the ability to demonstrate those use cases and understanding of configuration trade-offs

• Experience with one of the following: agile ways of working, project management, DevOps and automation, or IT service management

• Ability to build collaborative relationships internally across product, sales, support, and marketing to facilitate a seamless customer experience

• Rock-solid work and time management in a customer-facing environment

• Familiarity with Gainsight (or similar), Salesforce, and BI tools such as Tableau

Compensation

At 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: $145,600 - $194,100

Zone B: $131,000 - $174,700

Zone C: $120,800 - $161,100

This 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 & benefits

Atlassian 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 Atlassian

At 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.

Apply for this job