Customer Reference Manager

Atlassian; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A global software company in Greater London is looking for a Customer Reference Manager to enhance customer engagement and manage reference databases. The role requires 3-5 years of customer-facing experience, excellent communication skills, and project management abilities. You will partner with various teams and report on metrics to ensure success in customer references. This position allows for flexible working arrangements, offering a competitive benefits package.

Benefits

Health and wellbeing resources

Paid volunteer days

Flexible work arrangements

Qualifications

• 3-5 years of experience in a customer-facing role.
• Excellent interpersonal skills to build relationships.
• Strong project management capabilities.

Responsibilities

• Manage customer referenceable database as SME.
• Support ongoing recruitment of references.
• Report on business metrics to track program success.

Skills

Customer-facing experience

Full professional proficiency in English

Communication skills

Project management skills

Analytical skills

Systems thinking

Working with Salesforce

Tools

Salesforce

Gainsight

Deeto

Job description

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Overview

Working at Atlassian

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. Interviews and onboarding are conducted virtually, a part of being a distributed‑first company.

We’re able to hire eligible candidates for this role based in Poland and the UK only.

Responsibilities

Roles & Responsibilities

• Serves as a resource for GTM teams to connect referenceable customers to requests for name drops, breakout session speakers, webinars, case studies, testimonials, beta testers/product feedback, analysts, and sales references
• Supports the ongoing/always‑on recruitment of new references to grow our customer database; identifies and connects existing programs, processes, and data sources to Customer Marketing database
• Partners with Community team to create a pipeline of community champions into reference database and approach to rewards that feels seamless to customer
• Manages and maintains Customer Referenceable Database as SME, ensuring appropriate use of advocates according to Advocate Hierarchy and deepening insights into advocate and customer use cases through data
• Supports CM Service Desk in the fulfillment of reference requests, managing the process end to end from scheduling, to follow‑ups, thank yous, and outcomes tracking
• Partners with Field Events/ABM on 1:Many and 1:Few reference events for late stage/like prospective customers
• Regularly reports on business metrics to track program success focusing on revenue impact of referenceable customers

Qualifications

Required Qualifications:

• At least 3-5 years of experience in a customer-facing role, ideally as a Customer Reference Manager, or in Customer Marketing or Advocacy
• Full professional proficiency in English, both written and spoken
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, GTM teams, and other stakeholders
• Strong project management skills, including the ability to manage multiple projects and coordinate activities across several teams
• Strong analytical skills, with the ability to track and measure the impact of customer references
• Systems thinker with a proven ability to build efficient processes and frameworks
• Experience working with systems such as Salesforce, Gainsight, and reference platforms (e.g., Deeto)

Preferred but Not Required:

• Experience managing third‑party review site campaigns and leveraging review content
• Experience collaborating with industry analysts and contributing to analyst reports
• Fluency in an additional European language, preferably German or French

Benefits & Perks

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

About Atlassian

At Atlassian, we’re motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone’s perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh