Atlassian · 2 days ago
Senior Customer Success Manager
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CollaborationEnterprise Software
Insider Connection @Atlassian
Responsibilities
Support team escalations, the mentoring and development of CSMs, and work closely with the Team Lead on customer and team initiatives.
Develop a trusted advisor relationship with customers (C-suite) helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
Work closely with the entire account team to develop a joint success plan with your customers to ensure goals are aligned from a business strategy perspective and success metrics are identified.
Manage post-sales activity for your customers through strong relationship-building, product knowledge, planning, and execution.
Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements.
Proactively engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions.
Mitigate churn through early risk identification, intervention, escalation, and mitigation.
Function as the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers.
Act as a change agent to support CS leadership by championing new initiatives, driving positive messaging, and sharing upward feedback to leadership on team sentiment.
Act as an SME in at least one product/market solution.
Qualification
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Required
6+ years in Customer Success or account management supporting Enterprise customers with a complex SaaS product portfolio
Experience in consultative, strategic customer engagement for top tier customers
Consistently demonstrates strong executive presence and maintains composure in challenging situations
Proven ability to establish yourself as a trusted advisor with customer stakeholders to drive business outcomes
Experience leveraging success plans to ensure goals are aligned from a business strategy perspective and success metrics are identified
Understanding of common Jira and Confluence end-user use cases and ways of working, with the ability to demonstrate those use cases and understanding of configuration trade-offs
Experience with one of the following: agile ways of working, project management, DevOps and automation, or IT service management
Ability to build collaborative relationships internally across product, sales, support, and marketing to facilitate a seamless customer experience
Rock-solid work and time management in a customer-facing environment
Familiarity with Gainsight (or similar), Salesforce, and BI tools such as Tableau
Benefits
Health coverage
Paid volunteer days
Wellness resources
Company
Atlassian
Atlassian provides collaboration, development, and issue tracking software for teams.
H1B Sponsorship
Atlassian has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (109)
2022 (276)
2021 (184)
2020 (164)
Funding
Current Stage
Public CompanyTotal Funding
$210MKey Investors
T. Rowe PriceAccel
2015-12-10IPO· nasdaq:TEAM
2014-04-08Secondary Market· $150M
2010-07-14Secondary Market· $60M
Recent News
2024-06-05
Crunchbase News
2024-05-22
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