Customer Success Manager, Spanish & English
About The Position
Atlassian is seeking a Customer Success Manager proficient in Spanish and English to help customers realize value from their Atlassian investment. The role engages customers to align on strategic goals and achieve early and sustained outcomes through scalable practices that support product adoption, solution expansion, and long-term growth. The Customer Success Manager builds relationships and applies knowledge of the Atlassian customer journey to guide customers through challenges and support value realization through proactive, programmatic engagement and best practices. The role uses solution expertise and leadership presence across multiple products and solution practice areas, working with executives, administrators, and global teams to support successful adoption and expansion of Atlassian solutions. This is a fully remote role that requires working across multiple Americas time zones. The position serves customers in Spanish-speaking Latin American countries as well as the United States, conducting business, providing guidance, and soliciting feedback in both English and Spanish. The role may also be eligible for benefits, bonuses, commissions, and equity.
Requirements
- 3–7 years of experience in Customer Success or account management, with a track record managing enterprise customers with a complex SaaS product portfolio.
- Experience establishing trusted-advisor relationships with customer partners to guide outcomes.
- Experience using Success Plans to align goals with business strategy and identify success metrics.
- Experience using Business Reviews to align progress and next steps with customer success plans.
- Understanding of common Jira, Confluence, and JSM end-user use cases and ways of working; ability to demonstrate those use cases and understand configuration trade-offs.
- Experience delivering quality internal customer 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 a similar CRM tool, Salesforce, and BI tools such as Tableau.
- Spanish proficiency in business and technical settings and a keen understanding of the LatAm market and ways of working.
- Fluency in English and Spanish to conduct business, provide guidance, and solicit customer feedback.
Responsibilities
- Develop trusted-advisor relationships with customer C-suite leaders, executives, and global teams, helping them succeed with the platform and realize value throughout the customer lifecycle.
- Collaborate with customers and account team members—including account executives, solution partners, and other Atlassians—to develop Customer Success Plans, conduct regular check-ins and Executive Business Reviews, and hold strategic planning sessions.
- Manage post-sales customer activity through relationship-building, product expertise, and execution.
- Maintain knowledge of Atlassian products and solutions and discuss features relevant to each customer's requirements.
- Engage customers to drive early and sustained product adoption and success with Atlassian solutions.
- Identify customer risks early and mitigate churn through intervention, escalation, and mitigation in partnership with the account team, particularly the Account Associate.
- Represent the Voice of the Customer by providing internal feedback on how Atlassian can better serve enterprise customers.
- Conduct business, provide guidance, and solicit feedback in English and Spanish for customers in Spanish-speaking Latin American countries and the United States.
Benefits
- The role may be eligible for benefits, bonuses, commissions, and equity.
- Health and wellbeing resources.
- Paid volunteer days.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
