Senior Customer Success Manager, Mid Market
About The Position
Atlassian Customer Success Managers help customers realize value from their Atlassian investment. They work with customers to align on strategic goals and achieve early and sustained outcomes through product adoption, solution expansion, and long-term growth of customer users. The role builds relationships and guides customers through challenges by delivering value realization through proactive, programmatic engagement and best practices. The Senior Customer Success Manager uses expertise across multiple products and solution practice areas, working with executives, administrators, and multi-layered global teams to support successful adoption and expansion of Atlassian solutions. This role manages post-sales activity and partners with customers and internal account teams to plan for and achieve customer success.
Requirements
- 8–10 years of experience in Customer Success or account management.
- Track record of managing Mid Market 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.
- Understanding of common Jira and Confluence end-user use cases and ways of working, ability to demonstrate those use cases, and understanding of configuration trade-offs.
- Experience providing quality 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.
Responsibilities
- Develop trusted-advisor relationships with customers, from C-suite leaders to executives and global teams, to help them succeed with Atlassian and realize value throughout the customer lifecycle.
- Collaborate with customers and account team members to develop Customer Success Plans, including regular check-ins, Executive Business Reviews, and strategic planning sessions.
- Manage post-sales customer activity through relationship-building, product expertise, and execution.
- Maintain knowledge of Atlassian products and solutions and discuss relevant features for customers’ specific requirements.
- Engage customers to drive early and sustained product adoption and success with Atlassian solutions.
- Mitigate churn through early risk identification, 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 its enterprise customers.
Benefits
- The role may be eligible for benefits, bonuses, commissions, and equity.
- Health and wellbeing resources.
- Paid volunteer days.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
