Customer Success Manager, Mid Market

Atlassian; Northern (KY); Hybrid; USD 107,000 - 140,000; Full time

Benefits offered by this job

Health and wellbeing resources

Paid volunteer days

Job summary

Atlassian is seeking a Customer Success Manager to drive value realization across enterprise customers in a remote role aligned to Americas time zones. As a CSM you will develop Customer Success Plans, conduct Executive Business Reviews, and collaborate with account teams to ensure product adoption and expansion.

You will mitigate churn through proactive engagement and act as a trusted advisor to executives and global teams.

Qualifications

• 3-7 years in Customer Success or account management with a track record managing Enterprise customers with a complex SaaS product portfolio.
• 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.
• Experience using Business Reviews to align progress and next steps to customer success plans.

Responsibilities

• Develop Customer Success Plans, including regular check-ins and Executive Business Reviews (EBRs).
• Build trusted advisor relationships with executives and global teams to ensure adoption and expansion.
• Manage post-sales activity through relationship-building, product expertise and execution.
• Engage with customers to unlock early and sustained product adoption and success with Atlassian solutions.
• Mitigate churn through early risk identification and proactive intervention with the account team.

Skills

Relationship-building

Executive communication

Strategic planning

Cross-functional collaboration

Tools

Gainsight

Salesforce

Tableau

Jira

Confluence

JSM

Job description

Atlassian is looking for a Customer Success Manager.

Atlassian Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. They engage customers to align on strategic goals and unlock early and sustained outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users.

As an Atlassian CSM, you'll build relationships and demonstrate an understanding of the Atlassian customer journey and how our solutions help customer achieve their goals. You'll be equipped to guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.

You'll use your solution expertise and leadership presence 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.

To help our teams work together, you will be fully remote, and requires you to work the multiple Americas timezones.

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.

Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes.

Collaborate with the customer and account team members to develop Customer Success Plans, including regular check-ins, EBRs (Executive Business Reviews), and strategic planning sessions. The account team includes the account executive, solution partners, and other Atlassians.

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.

3-7 years in Customer Success or account management with a track record managing Enterprise customers with a complex SaaS product portfolio.

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.

Experience using Business Reviews to align progress and next steps to customer success plans.

Understanding of common Jira, Confluence, and JSM end-user use cases and ways of working, with an ability to demonstrate those use cases, and understanding of configuration trade-offs.

Experience making customers feel valued through quality service internally 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 CRM tool), Salesforce and BI tools such as Tableau

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

This role may also be eligible for benefits, bonuses, commissions, and equity.

Geographic Pay Ranges (Pulls compensation from Workday)

In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $118,957 - $155,304

Zone B: $107, 100 - $139,825

Zone C: $98,734 - $128,903

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.

In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.

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