Remote Spanish-English Customer Success Manager

Atlassian; San Francisco (CA); Remote; USD 100,000 - 155,000; Full time

Benefits offered by this job

Health benefits

Volunteer days

Perks & benefits

Job summary

Atlassian is seeking a Customer Success Manager with Spanish language proficiency to drive value for enterprise customers across the Americas. This remote role requires coordinating with executives, global teams and account partners to deliver Customer Success Plans, regular Executive Business Reviews, and ongoing adoption of Atlassian solutions.

You will leverage Salesforce, Gainsight, and BI tools to monitor success metrics and mitigate churn, while aligning product usage with customer goals

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.
• Understanding of Jira, Confluence, and JSM end-user use cases with ability to demonstrate those use cases and config trade-offs.
• 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.
• Proficiency with Spanish-speaking in business/technical settings and LatAm market knowledge.

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, and strategic planning sessions.
• 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 requirements.
• Engage with your customers to unlock early and sustained product adoption and success.
• Mitigate churn through early risk identification, intervention, escalation and mitigation with the Account Associate.
• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers.
• Fluency in English and Spanish to conduct business and gather feedback for Spanish-speaking LATAM and US customers.

Skills

Customer Success

Spanish language

Account management

Churn mitigation

Cross-functional

Tools

Gainsight

Salesforce

Tableau

Jira

Confluence

JSM

Job description

Atlassian is seeking a Customer Success Manager with Spanish language proficiency to drive value for enterprise customers across the Americas. This remote role requires coordinating with executives, global teams and account partners to deliver Customer Success Plans, regular Executive Business Reviews, and ongoing adoption of Atlassian solutions.

You will leverage Salesforce, Gainsight, and BI tools to monitor success metrics and mitigate churn, while aligning product usage with customer goals