Remote Mid‑Market Customer Success Manager

Atlassian; New York (NY); Remote; USD 98,000 - 156,000; Full time

Job summary

Atlassian Customer Success Manager role in the United States focuses on driving value realization across a multi‑product SaaS portfolio and expanding key customer relationships.

You will build trusted advisor relationships from C‑Suite to global teams, lead Success Plans, and collaborate with sales, product, and support to reduce churn and drive adoption. This position supports flexible work locations and competitive compensation.

Qualifications

• 3–7 years in Customer Success or account management with a track record managing Mid Market 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.
• 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.
• Experience balancing a book of business in a customer‑facing environment.

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.
• 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.

Skills

Customer Success

Account management

Mid Market

SaaS

Jira/Confluence familiarity

Tools

Gainsight

Salesforce

Tableau

Jira

Confluence

Job description

Atlassian Customer Success Manager role in the United States focuses on driving value realization across a multi‑product SaaS portfolio and expanding key customer relationships.

You will build trusted advisor relationships from C‑Suite to global teams, lead Success Plans, and collaborate with sales, product, and support to reduce churn and drive adoption. This position supports flexible work locations and competitive compensation.