Senior Manager, Onboarding, TWC
About The Position
Atlassian is seeking a Senior Manager to lead their global team of Onboarding Success Managers for the Teamwork Collection. This team partners with strategic and complex customers to ensure strong adoption of Atlassian’s TWC footprint during the critical first 90 days. The role involves partnering with solution sales, product, and core CSMs to drive early customer outcomes through targeted engagements, including change management planning, success planning, and technical guidance. The Senior Manager will also play a key role in scaling the onboarding program and evolving processes to deliver exceptional customer experiences. The Onboarding Managers are passionate Atlassian advocates, collaborating globally to support customers during their first 90 days in the cloud. As a leader, this role will help shape new processes, drive meaningful customer outcomes, and contribute to Atlassian’s mission to unleash the potential of every team.
Requirements
- 10+ years in Customer Success, Account Management, or related SaaS roles, with a proven track record managing enterprise and strategic customer relationships in a complex SaaS environment.
- Demonstrated experience driving adoption and business transformation within large, global organizations.
- Expertise in executive stakeholder management, consultative engagement, and program management.
- A customer-centric mindset, with a passion for driving adoption, value realization, and customer satisfaction.
- Demonstrated ability to quickly and effectively build trusted relationships and guide customers to business outcomes through scalable engagement strategies.
- Understanding of common Jira and Confluence end-user use cases and ways of working.
- Experience establishing collaborative relationships across product, sales, support, marketing, and solution partners to facilitate a seamless customer experience.
- Strong organizational and time management skills; ability to manage multiple priorities and engagements simultaneously.
- Adaptability and a commitment to continuous learning in a dynamic, fast-paced environment.
- Exceptional verbal and written communication skills.
- Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.
Responsibilities
- Own a portfolio of enterprise and strategic customers, building executive relationships and serving as a trusted advisor supporting customers at key journey milestones (including onboarding, adoption, and value realization)
- 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 to our low-touch customers through curated outreach, Success-AI.
- Maintain an understanding of our products and solutions and speak with customers about the most relevant use cases for their specific requirements. high-level understanding of industry trends, market dynamics, and competitor activities.
- Identify and mitigate churn risks through early risk identification, intervention, escalation, and mitigation in collaboration with internal teams as needed
- Act as the Voice of the Customer, sharing insights and feedback to influence Atlassian’s products and services.
- Keep accurate records in Gainsight, adhere to engagement frameworks, and contribute to continuous improvement initiatives.
Benefits
- 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
