Customer Success Manager, Mid-Market

Atlassian • San Francisco, CA

115d • $118,800 - $155,100

About The Position

Atlassian is looking for a Customer Success Manager. Atlassian is helping organizations, large and small, unleash the power of every team in every industry with Atlassian Solutions. With a focus on value, we help our customers understand how our products combine to create enterprise solutions that transform their business’s outcomes. We’re different from other organizations because we approach everything we do using our value of ‘play as a team'. 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.

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.
• Understanding of common Jira and Confluence end-user use cases and ways of working.
• Experience making customers feel valued through quality service across product, sales, support, and marketing.
• 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.

Responsibilities

• Help customers realize the value in their Atlassian investment.
• Engage customers to align on strategic goals and unlock early and sustained outcomes.
• Deliver standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users.
• Build relationships and demonstrate an understanding of the Atlassian customer journey.
• Guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.
• Use solution expertise to cut across multiple products and solution practice areas.
• Work with a variety of customer profiles including executives, administrators, and multi-layered global teams.
• Develop a trusted advisor relationship with customers from C-Suite to executives and global teams.
• Collaborate with the customer and account team members to develop Customer Success Plans.
• Manage post-sales activity for customers through relationship-building, product expertise, and execution.
• Maintain an understanding of products and solutions and speak with customers about relevant features.
• Engage with customers to unlock early and sustained product adoption and success.
• Mitigate churn through early risk identification, intervention, escalation, and mitigation.
• Provide internal feedback on how Atlassian can better serve enterprise customers.

Benefits

• Health and wellbeing resources.
• Paid volunteer days.
• Equitable, explainable, and competitive compensation programs.
• Eligibility for benefits, bonuses, commissions, and equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees