Senior Onboarding Success Manager, TWC
About The Position
Atlassian is advancing humanity through software that unleashes the potential of every team. Our CSMs are value-driven, collaborative, and passionate about helping customers achieve transformational outcomes. We celebrate wins together, share knowledge, and support each other as a team. 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.
Requirements
- 7+ 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 through many engagements including webinars, office hours, and curated outreach.
- Maintain an understanding of our products and solutions and speak with customers about the most relevant features 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
Number of Employees
5,001-10,000 employees
