Success Manager, Adoption Specialist
About The Position
Atlassians have flexibility in 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, as part of being a distributed-first company. Atlassian is looking for a Senior Success Manager, Adoption Specialist to help customers realize the value in their Atlassian investment, especially during the critical first 90 days of their cloud journey. You will engage customers to unlock early outcomes through targeted engagements that support product adoption, change management, communication planning, and technical subject matter expertise—particularly for customers migrating to cloud for the first time. With over 300,000 customers worldwide, Atlassian helps organizations like NASA, IBM, Hubspot, Samsung, and Coca-Cola unleash the power of every team through Atlassian Solutions. Our team is focused on value, helping customers understand how our products combine to create enterprise solutions that transform business outcomes. We live our value of ‘play as a team’ in everything we do.
Requirements
- 5+ years in Customer Success, Account Management, or related SaaS roles, with proven experience managing large customer portfolios in a pooled or scaled model with a complex SaaS product portfolio.
- 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
- Proactively manage a portfolio of customers through a pooled model, 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
- 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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
