Remote CSM, Mid-Market Enterprise SaaS

Atlassian; Northern (KY); On-site; 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 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.