Senior Success Manager, Adoption Specialist

Atlassian; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading software company is seeking a Senior Success Manager, Adoption Specialist in the UK to engage customers and drive product adoption during critical phases of their cloud journey. The role requires a customer-centric mindset and 7+ years of experience in Customer Success or similar. You'll lead engagements, provide value through tailored strategies, and identify risks to ensure customer satisfaction. Join a mission-driven team focused on making successful outcomes possible for users worldwide.

Benefits

Health and well-being resources

Paid volunteer days

Qualifications

• 7+ years in Customer Success or related SaaS roles.
• Experience managing large customer accounts.
• Understanding of Jira and Confluence use cases.

Responsibilities

• Lead high-touch engagement cycles with strategic customers.
• Guide customers through key journey milestones.
• Identify and mitigate churn risks.

Skills

Customer-centric mindset

Building trusted relationships

Organisational skills

Communication skills

Tools

Gainsight

Salesforce

Tableau

Job description

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.

Atlassian is looking for a Senior Success Manager, Adoption Specialist to help customers realise the value in their Atlassian investment, especially during the critical first 90 days of their cloud journey. You will engage customers to unlock early outcomes through targeted engagements that support product adoption, change management, communication planning, and technical subject matter expertise-particularly for customers migrating to the Cloud for the first time.

To help our teams work together effectively, this role requires you to be located in the UK. We don't offer relocation support for this role.

Your Future Team

With over 300,000 customers worldwide, Atlassian helps organisations like NASA, IBM, HubSpot, Samsung, and Coca-Cola unleash the power of every team through Atlassian Solutions. Our team is focused on value, helping customers understand how our products combine to create enterprise solutions that transform business outcomes. We live our value of 'play as a team' in everything we do.

Responsibilities

In This Role, You Will

• Drive High-Touch Engagement: Lead 60-90 day, high-touch engagement cycles with a focused portfolio of enterprise & strategic customers, guiding them through key journey milestones (including onboarding, adoption, and value realisation) with tailored adoption plans and outcome-driven engagements
• Proactively Guide Customer Journeys: Leverage predictive signals and standardised frameworks to pinpoint key milestones, adoption opportunities, and potential risks, thereby facilitating early and sustained product adoption and success with Atlassian solutions.
• Deliver Value at Scale: Deliver value through many engagements, including webinars, office hours, and curated outreach.
• Maintain Solution & Industry Expertise: Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements. high-level understanding of industry trends, market dynamics, and competitor activities.
• Mitigate Risk: Identify and mitigate churn risks through early risk identification, intervention, escalation, and mitigation in collaboration with internal teams as needed
• Champion Customer Advocacy: Act as the Voice of the Customer, sharing insights and feedback to influence Atlassian's products and services.
• Maintain Operational Excellence: Keep accurate records in Gainsight, adhere to engagement frameworks, and contribute to continuous improvement initiatives.

Qualifications

Your Background

• 7+ years in Customer Success, Account Management, or related SaaS roles, with proven experience managing large customer accounts with a complex SaaS product portfolio.
• A customer-centric mindset, with a passion for driving adoption, value realisation, and customer satisfaction.
• Demonstrated ability to quickly and effectively build trusted relationships and guide customers to business outcomes through scalable engagement strategies.
• Understanding of common Loom, 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.
• Strong organisational and time management skills; ability to manage multiple priorities and engagements simultaneously.
• Adaptability and a commitment to continuous learning in a dynamic, fast-paced environment.
• Exceptional verbal and written communication skills.
• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

Our perks & benefits

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 well-being 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