Senior Customer Success Manager, Enterprise Join to apply for the Senior Customer Success Manager, Enterprise role at Atlassian

Overview

Working at Atlassian: Atlassians can choose where they work – in an office, from home, or a combination of the two. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually as part of being a distributed-first company.

Atlassian is looking for an Enterprise Customer Success Manager. Atlassian Enterprise Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users.

As an Enterprise CSM, you\'ll build relationships and demonstrate an understanding of the Atlassian customer journey. You\'ll guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices. You\'ll use your solution expertise to cut across multiple products and solution practice areas, working with executives, administrators, and multi-layered global teams to support successful adoption and expansion of their Atlassian solution investment.

Your future team

With over 300,000 customers worldwide, Atlassian supports organizations like NASA, IBM, HubSpot, Samsung, and Coca-Cola. We focus on value, helping customers understand how our products combine to create enterprise solutions that transform business outcomes. We approach our work with the value of 'play as a team' — we support each other, celebrate wins, and share knowledge. Our employees work with Atlassian, not for Atlassian. We offer opportunities with high earnings potential as we pursue enterprise growth in cloud and AI solutions.

Responsibilities

Develop a trusted advisor relationship with customers from C-Suite to executives and global teams, helping them succeed with our platform and receive maximum value throughout their lifecycle.

Leverage SaaS business models and enterprise customer needs to drive quantifiable outcomes.

Collaborate with the customer and Atlassian Account Team to develop Customer Success Plans, including regular check-ins, QBRs, and strategic planning sessions.

Manage post-sales activity for customers through relationship-building, product expertise, and execution.

Maintain an understanding of our products and solutions and discuss the most relevant features for customers\' requirements.

Engage with 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 the Account Team and the Account Associate.

Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve enterprise customers.

Qualifications

5-8 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 ability to demonstrate those use cases and understand configuration trade-offs.

Experience ensuring customers feel valued through quality service across product, sales, support, and marketing to facilitate a seamless customer experience.

Experience balancing a book of business in a customer-facing environment.

Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

Compensation

At Atlassian, we design equitable, explainable, and competitive compensation programs. The baseline of our range is higher than the typical market range, with location-based pay zones. In the United States, our current base pay ranges for new hires 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 locations in each pay zone, and confirm your zone with your recruiter.

Perks & Benefits

At Atlassian offers a wide range of perks and benefits to support you, your family, and your local community. Our offerings include health and wellbeing resources and paid volunteer days. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, our goal is to unleash the potential of every team. Our software helps teams around the world, and our solutions are designed for all types of work. We value diverse perspectives and treat everyone with respect. All information is kept confidential according to EEO guidelines. We can support accommodations or adjustments at any stage of the recruitment process — simply inform our Recruitment team.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries: Software Development

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