Customer Success Manager

Atlassian

1d • Hybrid

About The Position

Atlassian is looking for an Enterprise Customer Success Manager, Southeast Asia. This role will be based in Singapore and will support enterprise and strategic customers across Southeast Asia. Atlassian Enterprise Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. In this SEA-focused role, you will engage customers across Singapore, Malaysia, Indonesia, Thailand, Vietnam and the Philippines to unlock early and sustained outcomes through adoption, change management, value realization and long-term growth. You will connect adoption to measurable business value and help customers transform the way their teams work across diverse languages, cultures and regulatory environments. As an Enterprise CSM, you'll build relationships with executives, administrators and multi-layered regional teams across Southeast Asia. You will guide complex customers through business and technical hurdles, bringing a strong point of view, creating urgency around the outcomes that matter, and constructively challenging customers to rethink how their workflows can evolve — especially as AI changes the way teams operate. You will use localized communication and market context to build trust and drive action across the region. You'll use your solution expertise to cut across multiple products and solution practice areas. You'll work with customer executives, administrators and global teams to support the successful adoption and expansion of their Atlassian solution investment. You will develop strong technical fluency across Atlassian's platform and AI capabilities, translate complex concepts into practical business outcomes, and engage the right technical and specialist partners when deeper expertise is required.

Requirements

• Based in Singapore, with the ability to work across Southeast Asia and travel regionally as needed to maintain executive relationships and support customer outcomes.
• Professional fluency in English and at least one Southeast Asian language, especially Thai, Vietnamese, Bahasa Indonesia or Bahasa Melayu/Malay. Additional SEA language capability is highly valued.
• 5-8 years in Customer Success or account management with a track record managing Enterprise customers with a complex SaaS product portfolio.
• Experience leading strategic, multi-stakeholder engagements and influencing outcomes without direct authority.
• 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.
• Demonstrated ability to quantify value, connect adoption to business outcomes, and use data to guide prioritization and executive conversations.
• 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.
• Technical fluency in SaaS platforms, workflows, integrations, data, governance, and AI-enabled use cases; able to facilitate discovery and challenge customers to reimagine how work gets done.
• Experience making customers feel valued through quality service internally across product, sales, support and marketing to facilitate a seamless customer experience.
• Proven ability to orchestrate cross-functional teams, navigate ambiguity, and reprioritize quickly as customer needs and business priorities change.
• Experience balancing a book of business in a customer-facing environment.
• Fluency with AI concepts and emerging AI-enabled ways of working, with the curiosity and judgment to help customers identify high-value use cases, challenge legacy processes, and translate experimentation into measurable outcomes.
• A compelling executive presence with the ability to communicate a clear point of view, create urgency, and motivate customers and internal stakeholders to act.
• A scrappy, resourceful approach: comfortable operating with imperfect information, adapting priorities, and finding creative paths through ambiguity to deliver customer value.
• Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau.

Responsibilities

• 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 from our solution throughout their lifecycle.
• Command the conversation with credibility, create momentum, and establish the urgency required to turn strategic intent into customer action.
• Own a Southeast Asia customer portfolio from Singapore, partnering closely with Account Executives, Solutions Engineers, Partners and Support to deliver localized, outcome-based customer programs across the region.
• 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. Anchor plans in measurable business outcomes, adoption signals, and value realization — not activity or product usage alone.
• Manage post-sales activity for your 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 specific requirements. Build and maintain practical technical fluency across Atlassian solutions, including AI capabilities, integrations, administration, governance, and configuration trade-offs.
• Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions. Treat adoption as the path to value realization: help customers activate the right capabilities, change behaviors, and demonstrate the outcomes achieved.
• Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your seasoned account team and in particular the Account Associate. Use data and customer signals to prioritize action, and be resourceful and scrappy in removing blockers when the path forward is unclear.
• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed