Success Manager, Loom Adoption Specialist

Atlassian • Austin, TX

33d • Hybrid

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. [[INSERT JOB DESCRIPTION HERE]] In This Role, You Will Drive Scalable Engagement: Proactively manage a portfolio of customers through a pooled model, supporting customers at key journey milestones (including onboarding, adoption, and value realization) Proactively Guide Customer Journeys: 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 at Scale: Deliver value through many engagements including webinars, office hours, and curated outreach. Maintain Solution & Industry Expertise: 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. Mitigate Risk: Identify and mitigate churn risks through early risk identification, intervention, escalation, and mitigation in collaboration with internal teams as needed Champion Customer Advocacy: Act as the Voice of the Customer, sharing insights and feedback to influence Atlassian’s products and services. Maintain Operational Excellence: Keep accurate records in Gainsight, adhere to engagement frameworks, and contribute to continuous improvement initiatives.

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

• Drive Scalable Engagement: Proactively manage a portfolio of customers through a pooled model, supporting customers at key journey milestones (including onboarding, adoption, and value realization)
• Proactively Guide Customer Journeys: 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 at Scale: Deliver value through many engagements including webinars, office hours, and curated outreach.
• Maintain Solution & Industry Expertise: 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.
• Mitigate Risk: Identify and mitigate churn risks through early risk identification, intervention, escalation, and mitigation in collaboration with internal teams as needed
• Champion Customer Advocacy: Act as the Voice of the Customer, sharing insights and feedback to influence Atlassian’s products and services.
• Maintain Operational Excellence: 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. To learn more, visit go.atlassian.com/perksandbenefits.

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