Enterprise CSM — AI-Driven Value & Growth

Atlassian

Greater London

On-site

GBP 90,000 - 130,000

Full time

23 hours ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Health and wellbeing resources

Paid volunteer days

Equity opportunities

Bonus potential

Job summary

Atlassian is seeking an Enterprise Customer Success Manager to help large-scale customers achieve value across Jira, Confluence and beyond. You’ll build trusted advisor relationships with C‑Suite and global teams, guiding complex deployments and measurable outcomes throughout the lifecycle.

You’ll collaborate with account teams to develop Success Plans, lead quarterly reviews, mitigate risk, and drive product adoption and expansion.

Qualifications

7–10 years in Customer Success or account management for enterprise SaaS.
AI native or capable translating processes within AI capabilities.
Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
Understanding of Jira and Confluence end-user use cases with ability to demonstrate those use cases.
Experience making customers feel valued through quality service across product, sales, support and marketing to facilitate a seamless customer experience.
Experience balancing a book of business in a customer-facing environment.
Experience with Gainsight (or similar CS tool), Salesforce and BI tools such as Tableau.
French Speaker or Additional European languages a plus (Spanish/Italian/Portuguese).

Responsibilities

Develop a trusted advisor relationship with customers from C-Suite, to executives and global teams helping them succeed with our platform.
Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes.
Collaborate with the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions.
Manage post-sales activity for your customers through relationship-building, product expertise and execution.
Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
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 in partnership with your seasoned account team and in particular the Account Associate.
Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers.