Enterprise Customer Success Manager

Atlassian India Llp; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Atlassian India Llp is seeking an Enterprise Customer Success Manager to help global customers maximize value from Atlassian investments. You will build trusted advisor relationships with executives, lead multi-stakeholder engagements, and drive sustained outcomes through Success Plans and proactive engagement.

This role requires fluency in Jira/Confluence, a strong analytics mindset, and the ability to collaborate with cross-functional teams to reduce churn and expand product adoption,

Qualifications

• 5–8 years in Customer Success or account management with enterprise clients.
• Experience leading multi-stakeholder engagements and influencing outcomes.
• Ability to establish trusted advisor relationships with executive partners.
• Experience using Success Plans to align goals and measure success.
• Ability to quantify value and connect adoption to business outcomes using data.
• Familiarity with Jira and Confluence use cases and admin capabilities.

Responsibilities

• Develop trusted advisor relationships with C-suite and global teams to maximize value.
• Lead strategic engagements and create momentum to drive action.
• Collaborate with account teams to develop Success Plans and conduct QBRs.
• Anchor plans in measurable outcomes and adoption signals.
• Manage post-sales activity through relationship-building and product expertise.
• Maintain fluency in Atlassian products and AI capabilities.
• Mitigate churn through early risk identification and proactive mitigation.
• Be the Voice of the Customer to inform internal product and process improvements.

Skills

Enterprise customer management

SaaS

Executive engagement

Success Plans

Data-driven decisions

Jira/Confluence familiarity

AI concepts

Cross-functional collaboration

Customer success analytics

Tools

Gainsight

Salesforce

Tableau

Job description

Customer Success Manager 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. Atlassian is looking for an Enterprise Customer Success Manager Atlassian Enterprise Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users. They are strategic partners who connect adoption to measurable business value, helping customers understand not only how to use Atlassian, but how to transform the way their teams work. As an Enterprise CSM, you’ll build relationships and demonstrate an understanding of the Atlassian customer journey, guiding complex customers over their hurdles through proactive and programmatic engagement. You will bring a strong point of view, create urgency around the outcomes that matter, and constructively challenge customers to rethink how their workflows can evolve — especially as AI changes the way teams operate. You'll use your solution expertise to cut across multiple products and solution practice areas. You’ll work with a variety of customer profiles including executives, administrators and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment. You will be expected to develop technical fluency across Atlassian’s platform and AI capabilities, translate complex concepts into practical business outcomes, and engage the right technical and specialist partners when deeper expertise is required.

Your future team

With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, Hubspot, Samsung and Coca-Cola unleash the power of every team through Atlassian Solutions. With a focus on value, we help our customers understand how our products combine to create enterprise solutions that transform their business’s outcomes. We’re different from other organisations because we approach everything we do using our value of ‘play as a team'.

Responsibilities

• Develop a trusted advisor relationship with customers from C‑Suite, to executives and global teams, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
• Command the conversation with credibility, create momentum, and establish the urgency required to turn strategic intent into customer action.
• 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.
• Anchor plans in measurable business outcomes, adoption signals, and value realization — not activity or product usage alone.
• 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.
• Build and maintain practical technical fluency across Atlassian solutions, including AI capabilities, integrations, administration, governance, and configuration trade‑offs.
• Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions.
• Treat adoption as the path to value realization: help customers activate the right capabilities, change behaviors, and demonstrate the outcomes achieved.
• Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your seasoned account team and in particular the Account Associate.
• Use data and customer signals to prioritize action, and be resourceful and scrappy in removing blockers when the path forward is unclear.
• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers.

Qualifications

Your Background

• 5-8 years in Customer Success or account management with a track record managing Enterprise customers with a complex SaaS product portfolio.
• Experience leading strategic, multi‑stakeholder engagements and influencing outcomes without direct authority.
• 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.
• Demonstrated ability to quantify value, connect adoption to business outcomes, and use data to guide prioritization and executive conversations.
• Understanding of common Jira and Confluence end‑user use cases and ways of working, with an ability to demonstrate those use cases, and understanding of configuration trade‑offs.
• Technical fluency in SaaS platforms, workflows, integrations, data, governance, and AI‑enabled use cases; able to facilitate discovery and challenge customers to reimagine how work gets done.
• Experience making customers feel valued through quality service internally across product, sales, support and marketing to facilitate a seamless customer experience.
• Proven ability to orchestrate cross‑functional teams, navigate ambiguity, and reprioritize quickly as customer needs and business priorities change.
• Experience balancing a book of business in a customer‑facing environment.
• Fluency with AI concepts and emerging AI‑enabled ways of working, with the curiosity and judgment to help customers identify high‑value use cases, challenge legacy processes, and translate experimentation into measurable outcomes.
• A compelling executive presence with the ability to communicate a clear point of view, create urgency, and motivate customers and internal stakeholders to act.
• A scrappy, resourceful approach: comfortable operating with imperfect information, adapting priorities, and finding creative paths through ambiguity to deliver customer value.
• Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau

Experience Level Mid Level