Senior Customer Success Manager, Enterprise Base pay range: $133,200.00/yr - $193,875.00/yr

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.

Responsibilities 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 will use your solution expertise to work across multiple products and solution practice areas. You’ll engage with executives, administrators, and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment. This role is fully remote and requires you to work in the CEST Time Zone hours. You will report to the Regional Head of Customer Success.

Your future team: With over 300,000 customers worldwide, Atlassian supports organisations like NASA, IBM, HubSpot, Samsung, and Coca‑Cola in unleashing the power of every team through Atlassian Solutions. We focus on value and approach our work with the value of “play as a team.”

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 throughout their lifecycle.

Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes.

Collaborate with the customer and Atlassian Account Team to develop Customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), 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 speak with customers about the most relevant features for their 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.

Your Background

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 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.

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

Compensation Zone-based pay information: Zone A: $148,500 - $193,875; Zone B: $133,200 - $173,900; Zone C: $123,300 - $160,975. This role may be eligible for benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information and confirm the zone with your recruiter.

Benefits & Perks At Atlassian offers a wide range of perks and benefits designed to support you and your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and more.

To learn more, visit go.atlassian.com/perksandbenefits .

About Atlassian At Atlassian, we aim to unleash the potential of every team. Our software products help teams worldwide and our solutions are designed for all types of work. We value teamwork and collaboration.

We are committed to non-discrimination and to protecting the confidentiality of your information according to EEO guidelines. We can provide accommodations or adjustments at any stage of the recruitment process if informed by the 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

Note: This description has been refined for clarity and formatting. All original information has been preserved without adding new facts.

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