Senior Customer Success Manager, Public Sector

Atlassian • Washington, DC

112d • $123,300 - $193,875

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.

Requirements

• 3-5 years in relationship management or account management with a preference for prior SaaS or scaled customer success or services experience
• Ability to assess and create a usage adoption plan around a business use case, as well as uncovering potential areas of growth and challenges to adoption
• Understanding of common Jira and Confluence end-user use cases and ways of working, with ability to demonstrate those use cases, as well as understanding of configuration trade-offs
• A data-driven approach to customer management to prioritize time around risk, as well as mitigating churn through customer engagement and unlocking growth opportunities
• Ability to build collaborative relationships internally across product, sales, support and marketing to facilitate a seamless customer experience
• Experience with one of the following; agile ways of working, project management, DevOps and automation or IT service management
• Rock-solid time management in a high volume customer-facing environment

Responsibilities

• Proactively manage named customer accounts to unlock early and sustained product adoption and success with Atlassian Solutions
• Deliver established best practices at scale to support customer business value and outcomes
• Drive programmatic engagement with customers based on data analysis
• Promote opportunities for service and solution expansion within a customer organization
• Identify and work to address obstacles in implementation, adoption and growth
• Mitigate churn in customer accounts through early risk identification, intervention and mitigation
• Identify operational improvements, capture customer feedback, unpack trends and deliver insights to other Atlassian teams
• Actively capture customer feedback, unpack trends and delivers insights to other Atlassian teams

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

• Number of Employees: 5,001-10,000 employees