Head of Customer Success Management, Signature

Atlassian • San Francisco, CA

68d • Hybrid

About The Position

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. Atlassian is seeking a new leader to join our leadership team as Head of Customer Success Management for our “Signature” customer segment. Reporting directly to the Global Head of Customer Experience, you will play a key role in transforming the Customer Success Management team to align with our refreshed go-to-market strategy and build a customer journey that delivers consistent value to Atlassian’s most strategic customers. This is a high-visibility, high-accountability role at the center of Atlassian’s transition into the Enterprise. This person will develop and strengthen relationships with Sales, Product, Marketing, and Support, operating at the center of defining the CSM Strategy for this mission critical segment as we plan to grow to a $10Bn company. In addition, this person will be a key member of the CSM leadership team, working collaboratively to define, articulate, and execute the global strategy for newly created segment. Atlassian is in a transformation moment. A 22-year-old, $5Bn company, Atlassian has built a suite of impeccable, mission-critical products that unleash the power of every team. As the company expands its footprint into the Enterprise, serving 80% of the Fortune 500 and beyond, we are investing heavily in our capabilities to build a world class go-to-market and customer experience engine. To meet the opportunity ahead, we need to evolve our approach to managing our customers' path to success. In addition, we are launching a brand new “Signature” segment within the CSM organization to align directly to our evolving sales and success strategy, serving enterprises and supporting several hundred million dollars of existing and growth revenue. You will build the “Signature” team from the ground up, recruiting new Senior Principal CSM talent to set the standard of excellence from day one. The team will start at approximately 10 globally (Americas, EMEA, and APAC), and will grow commensurate with segment growth in future years. In addition, it will be your job to build and execute the strategy for growth and delivery as the business continues on its 30+% YoY revenue growth. This is an exceptional opportunity to be on the leading edge of the next waves of innovation in SaaS, from using AI to accelerate customer impact, to nailing the on-premise to cloud transition. Atlassian is growing rapidly year-on-year, and we want to scale intelligently while helping our customers unlock value from our products faster. This is an opportunity to play a major role in achieving that goal.

Requirements

• 7+ years in people leadership including overseeing a multi-layered, distributed and high-growth B2B SaaS organization
• 5+ years delivering complex projects in management, strategy, digital transformation, or technology implementation
• Track record of success building outcome-driven relationships with key clients, collaborating with cross functional teams, and analyzing market trends to inform strategic decisions.
• Equally comfortable driving day-to-day operations as building strategy and long term vision.
• Exceptional executive presence; comfortable engaging with executives and developing relationships at all levels of a customer organization

Responsibilities

• Build, Lead and Inspire a team of high-performing CSMs
• Build and manage operational metrics to drive outcomes and accountability, in partnership with Revenue Operations
• Operate as an indispensable partner to your Sales counterparts to design a retention and growth strategy for Atlassian’s “Signature” customers, and provide support on specific commercial situations to help close deals
• Partner with C and C-1 executives at your highest-value customers to strengthen and deepen their relationship with Atlassian, and provide escalation support when needed
• Be a talent magnet and a talent identifier to build and maintain a high performing team
• Operate as an essential member of the CSM Leadership team and trusted teammate with peer executives to design, mobilize, and deliver on our vision for a world class Customer Success Management organization.
• Travel average 20% time and up to 40% on occasion, including domestic and international locations

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees