46 applicants

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Company

Original Job Post

Atlassian · 2 days ago

Senior Customer Success Manager

Austin, TX

Full-time

Onsite

Senior Level

$145K/yr - $193K/yr

6+ years exp

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CollaborationEnterprise Software

H1B Sponsorship

Comp. & Benefits

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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

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer successAccount managementSaas product portfolioConsultative engagementStrategic customer engagementBusiness strategyJiraConfluenceAgileProject managementDevopsAutomationIt service managementSalesforceBi toolsGainsightProblem-solvingExecutive presenceComposureTrusted advisorCollaborative relationshipsWork management

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

Glassdoor

4.0

Atlassian provides collaboration, development, and issue tracking software for teams.

Founded in 2002

Sydney, New South Wales, AUS

5,001-10,000 employees

https://www.atlassian.com

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)