Customer Success Manager

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

Job summary

A global software firm in London seeks a Mid-Market Customer Success Manager. You will build relationships and ensure customers maximize value from SaaS products. Ideal candidates have 5+ years in customer success, strong relationship skills, and familiarity with Jira. The role supports both personal and professional flexibility, with options for remote work.

Benefits

Health and wellbeing resources

Paid volunteer days

Qualifications

• 5+ years in Customer Success or Account Management supporting Mid-Market customers.
• Experience as a trusted advisor with customer contacts.
• Understanding of Jira and Confluence use cases.

Responsibilities

• Build strong relationships with customer contacts.
• Collaborate on solutions that deliver customer business goals.
• Identify and mitigate churn risks proactively.

Skills

Customer Success

Account Management

SaaS understanding

Time management

Jira and Confluence knowledge

Relationship building

Tools

Gainsight

Salesforce

Tableau

Job description

Overview

At Atlassian, we work with over 300,000 customers worldwide, and these customers typically have complex, large-scale operations and high expectations for their technology investments. Our goal is to unleash the potential of every team through the power of incredible software solutions, delivering exceptional customer impact and ensuring ongoing revenue growth. What makes us unique is our belief in our value of 'play, as a team'. We support each other, celebrate our wins together, and share knowledge.

Our Mid-Market Customer Success Managers (CSMs) are dedicated to assisting customers in realizing the full potential of their Atlassian investment. They work closely with customers to unlock early and sustained business outcomes by implementing agile product delivery methodologies, optimizing developer tools automation, fostering new teamwork communities, and enhancing IT services.

Responsibilities

In the role of a Mid-Market CSM, you will build strong relationships with contacts and teams, understanding their business needs, and collaborating towards solutions. Your responsibilities will include offering recommendations aimed at helping customers harness the full capabilities of Atlassian products and solutions to achieve maximum value and meet their business objectives. You will engage with contacts and teams at varying levels, ranging from management to administrative staff and change agents within customer organizations.

• Develop a trusted advisor relationship with customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
• Apply your understanding of SaaS business models and enterprise customer needs to achieve measurable outcomes.
• Collaborate with the customer and Atlassian account team to develop a success plan, ensuring goals are aligned from a business strategy perspective and success metrics are identified.
• Take ownership of post-sales activity for your customers through relationship-building, solution knowledge, and execution.
• Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
• Maintain a high-level understanding of industry trends, market dynamics, and competitor activities.
• Engage proactively with your customers to unlock early and sustained product adoption and success with Atlassian solutions.
• Identify and mitigate churn risks through early risk identification, intervention, escalation, and mitigation in partnership with your account team.
• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Mid-Market customers.
• Use CRM and Customer Success software to maintain accurate records of customer interactions and activities.

Qualifications

• 5+ years in Customer Success or Account Management supporting Mid-Market or customers with a complex SaaS product portfolio.
• Experience establishing yourself as a trusted advisor with customer contacts to guide outcomes.
• Experience using 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.
• Experience establishing collaborative relationships across product, sales, support, marketing, and solution partners to facilitate a seamless customer experience.
• Demonstrate time management skills in a customer-facing environment.
• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

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

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.