Senior Manager, Customer Success - Strategic

Atlassian; London; Hybrid; GBP 80,000 - 150,000; Full time

Job summary

Join a forward-thinking company as a Senior Manager overseeing the Strategic Customer Success team. This role offers the chance to lead a talented group dedicated to maximizing customer value and driving enterprise solutions. You will mentor and coach professionals while collaborating with internal leaders to enhance customer satisfaction. With a focus on strategic planning and relationship management, you will play a key role in helping clients realize the full potential of their investments. This position offers flexibility in work location, fostering a balanced approach to professional and personal goals.

Benefits

Health Coverage

Paid Volunteer Days

Wellness Resources

Qualifications

• Proven senior leadership experience managing teams.
• Experience with Global Fortune 500 customers.

Responsibilities

• Lead a team of Strategic Customer Success Managers.
• Guide team to develop strategic Success Plans.

Skills

Leadership

Customer Success Management

CRM Tools

Analytic Tools

Consultative Sales

Education

Bachelor's Degree

Tools

CRM Software

Pipeline Management Tools

Analytic Tools

Job description

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Overview

Working at Atlassian

Atlassians have flexibility in 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, as part of being a distributed-first company.

With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, Hubspot, Samsung and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team.

We help our customers understand how our products combine to create enterprise solutions that transform their business's outcomes. Our team enjoys high earnings potential with the enterprise opportunity ahead of us, selling impactful products that lead cloud and artificial intelligence use.

Your future team

Atlassian is looking for a Senior Manager to oversee our Strategic Customer Success team.

The Senior Manager for our Strategic Customer Success team is dedicated to assisting their team and customers in realizing value and the full potential of their Atlassian investment. You will guide this team to unlock early and sustained outcomes by implementing agile product delivery methodologies, optimizing developer tools automation, encouraging new teamwork communities, and enhancing IT services.

Responsibilities

In this role, you will:

• Lead and manage a team of Strategic Customer Success Managers to set and achieve OKRs and KPIs, as well as professional goals within the Strategic segment.
• Remain well informed about industry trends, competitor activities, and market dynamics to inform the Strategic segment.
• Guide team to develop and implement strategic Success Plans and initiatives to penetrate and expand market share in the strategic segment.
• Oversee complex Enterprise book of business and guide team to setting and achieving department OKRs and metrics.
• Recruit, hire, and onboard new members of the Strategic Customer Success team to support business growth objectives.
• Collaborate with internal leaders including Channel Partners, Product Specialists, Account Managers, and Solution Engineers to streamline processes and enhance customer satisfaction
• Analyze customer insights, product data and market trends to identify opportunities for growth and improvement.
• Manage C-Level and key executive relationships and participating in high-level value realization sessions and discussions as needed.
• Provide mentorship, coaching, and guidance to the team to help them develop their skills and achieve their individual targets.
• Conduct regular performance evaluations and provide feedback to the team to drive continuous improvement.
• Provide regular updates and reports on team performance to senior management.

Qualifications

Your background:

• Proven senior leadership experience (e.g. experience managing managers/senior CSMs)
• Tenured experience working with large, Global, Fortune 500 customers and overseeing a large customer portfolio valued over at least 100+ million
• You enjoy working in a highly matrixed organisation where building relationships across the customer's global team is imperative to their success and growth
• Excels when engaging directly with enterprise customers with a consultative, relationship-oriented approach
• Motivated and inspired to coach and mentor Customer Success professionals
• Experience using CRM, Pipeline Management, and Analytic tools
• Drives transformational adoption of solutions and engage with C-level stakeholders
• Experience working in an international environment, identifying and solving problems, trying new things and sharing your findings with the team and business.

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefitsto learn more.

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