Onboarding Success Manager

Atlassian•Austin, TX

About The Position

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. Your future team With over 250,000 customers worldwide, Atlassian is helping organizations like NASA, IBM, Hubspot, Samsung and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team. Our team enjoys high earnings potential with the enterprise white space opportunity ahead of us, selling impactful products that are at the forefront of cloud and artificial intelligence utilization. We approach everything we do using our value of ‘play, as a team'. In this role, you will: Design and deliver scalable engagements for a dynamic portfolio of customers during key journey milestones leading up to, during, and following their transformation or integration efforts to include including onboarding and early adoption efforts Develop trusted advisor relationships with customers from C-Suite to global teams, ensuring they receive maximum value from our solutions throughout their lifecycle Guide customers through the onboarding phase, focusing on change management, communication planning, and technical enablement Manage post-sales activity for your customers through relationship-building, product expertise, and execution Maintain a deep understanding of Atlassian products and solutions, articulating the most relevant features for each customer’s requirements Drive early and sustained product adoption and success with Atlassian Solutions Serve as the earliest voice of the customer, providing internal feedback to improve Atlassian’s enterprise offerings Collaborate across sales, migrations, support, and account teams to ensure a seamless onboarding experience Proactively Guide Customer Journeys: Leverage predictive signals and standardized frameworks to pinpoint key milestones, adoption opportunities, and potential risks, thereby facilitating early and sustained product adoption and success with Atlassian solutions. Deliver Value at Scale: Deliver value through 1:many engagements including webinars, office hours, and curated outreach. Maintain Solution & Industry Expertise: Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements. Mitigate Risk: Identify and mitigate churn risks through early risk identification, intervention, escalation, and mitigation in collaboration with internal teams as needed Maintain Operational Excellence: Keep accurate records in Gainsight, adhere to engagement frameworks, and contribute to continuous improvement initiatives.

Requirements

5 years in Customer Success with a track record managing large customers with a complex SaaS product portfolio
Experience focusing on driving adoption during the customer onboarding phase (i.e. first 60-90 days)
Built and launched new customer journey programs from the ground up, defining success metrics, testing and iterating to optimize performance in a fast-paced, startup-like environment
Experience building programs and processes supportive of the customer onboarding journey backed by clear success criteria
High level of technical and solution expertise, including:
Understanding of common Jira, Confluence, and Loom use cases for end users and configuration trade-off considerations that prove beneficial for administrators
Experience with software implementation processes
Familiarity with agile ways of working, project management, DevOps and automation, or IT service management
Ability to work with a variety of customer profiles, including executives, administrators, and multi-layered global teams
Experience delivering quality service and collaborating internally across product, sales, support, and marketing
Proven ability to balance a book of business in a customer-facing environment
Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau

Responsibilities

Design and deliver scalable engagements for a dynamic portfolio of customers during key journey milestones leading up to, during, and following their transformation or integration efforts to include including onboarding and early adoption efforts
Develop trusted advisor relationships with customers from C-Suite to global teams, ensuring they receive maximum value from our solutions throughout their lifecycle
Guide customers through the onboarding phase, focusing on change management, communication planning, and technical enablement
Manage post-sales activity for your customers through relationship-building, product expertise, and execution
Maintain a deep understanding of Atlassian products and solutions, articulating the most relevant features for each customer’s requirements
Drive early and sustained product adoption and success with Atlassian Solutions
Serve as the earliest voice of the customer, providing internal feedback to improve Atlassian’s enterprise offerings
Collaborate across sales, migrations, support, and account teams to ensure a seamless onboarding experience
Proactively Guide Customer Journeys: Leverage predictive signals and standardized frameworks to pinpoint key milestones, adoption opportunities, and potential risks, thereby facilitating early and sustained product adoption and success with Atlassian solutions.
Deliver Value at Scale: Deliver value through 1:many engagements including webinars, office hours, and curated outreach.
Maintain Solution & Industry Expertise: Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
Mitigate Risk: Identify and mitigate churn risks through early risk identification, intervention, escalation, and mitigation in collaboration with internal teams as needed
Maintain Operational Excellence: Keep accurate records in Gainsight, adhere to engagement frameworks, and contribute to continuous improvement initiatives.

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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume