Senior Manager, Onboarding Customer Success

Atlassian; United States; Remote; USD 142,000 - 229,000; Full time

Job summary

Atlassian seeks a Senior Manager for Onboarding Customer Success to lead a global team ensuring the smooth adoption of their cloud platform. This pivotal role involves strategic planning, collaboration, and driving exceptional customer experiences during the critical onboarding phase, with a rich compensation package reflective of the expertise required.

Benefits

Health and wellbeing resources

Paid volunteer days

Qualifications

• 8+ years in customer success, onboarding, or account management.
• 5+ years of people management experience.
• Strong relationship management skills.

Responsibilities

• Lead and manage a team of Onboarding CSMs.
• Guide customers through complex cloud migrations.
• Mentor and develop CSMs.

Skills

Customer Success

Onboarding

Account Management

Technical Expertise

Communication

Data-Driven Management

Education

Bachelor's Degree or equivalent experience

Job description

Senior Manager, Onboarding Customer Success

Join to apply for the Senior Manager, Onboarding Customer Success role at Atlassian

Senior Manager, Onboarding Customer Success

Join to apply for the Senior Manager, Onboarding Customer Success role at Atlassian

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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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Atlassian is seeking a Senior Manager to lead our global team of Onboarding Customer Success Managers. This team partners with our most strategic and complex customers to ensure strong adoption of Atlassian’s cloud platform during the critical first 90 days of their journey. As the Onboarding CSM Manager, you will lead a team to drive early customer outcomes through targeted engagements, including change management planning, success planning, and technical guidance. You will also play a key role in scaling our onboarding program and evolving our processes to deliver exceptional customer experiences.

Your Future Team

Our Onboarding CSMs are passionate Atlassian advocates, collaborating globally to support customers during their first 90 days in the cloud. As a leader in this function, you’ll help shape new processes, drive impactful customer outcomes, and contribute to Atlassian’s mission to unleash the potential of every team

Responsibilities

In this role, you will:

• Lead and manage a team of Onboarding CSMs to achieve adoption metrics
• Guide the team in supporting customers through complex cloud migrations and multi-product onboarding, ensuring technical excellence
• Recruit, hire, and onboard new team members
• Mentor and develop CSMs, fostering a culture of growth, collaboration, and customer-centricity
• Collaborate with internal leaders (Cloud Migration Managers, Channel Partners, Product Specialists, Account Managers, Solution Engineers) to streamline processes and enhance customer satisfaction
• Identify opportunities and risks across the team and customer base, proactively addressing challenges
• Drive best practices and consistency in customer engagements
• Support escalations and serve as a point of contact for critical onboarding issues
• Contribute to strategic planning, operational process definition, and cross-functional initiatives to scale the onboarding function.
  
  
  

Qualifications

Your Background:

• 8+ years of experience in customer success, onboarding, or account management, preferably in SaaS or cloud environments
• 5+ years of people management experience, with a track record of building and developing high-performing teams
• Technical and solution expertise, including a deep understanding of cloud migrations, enterprise onboarding, and Atlassian product use cases
• Strong relationship management and communication skills
• Experience collaborating across sales, product, support, and technical teams
• Data-driven approach to team and customer management
• Ability to thrive in a fast-paced, innovative environment
  
  
  

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. 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: $171,800 - $229,000

Zone B: $154,600 - $206,100

Zone C: $142,600 - $190,100

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

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.

Benefits & Perks

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.

To learn more about our culture and hiring process, visit go.atlassian.com/crh .

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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