Sr. Customer Success Manager for Atlassian SaaS Products

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about 4 years old

This job is no longer active
Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.


Job description
Are you an experienced Customer Success Manager in search of something new? Atlassian SaaS CSMs are responsible for engaging with strategic post-sales customers to better understand their business goals and how Jira, Confluence and other Atlassian products can support them in achieving their goals and deliver value. You will become a business product specialist in our products to best align our product capabilities with customer needs. You’ll also serve as an internal liaison and voice of the customer to bring feedback to the Atlassian product, design, and support teams to improve customer experience, reduce time-to-value, and reduce churn. This role is part of a larger team responsible for monitoring customer health, crafting success plans for customers, and using lessons learned to improve Atlassian products, services, and policies to deliver faster and more automated value to all customers.


More about you
The ideal candidate truly finds happiness in helping people, is passionate about enabling the success of customers at scale and unleashing to the potential of every team. They get energy from and enjoy building trusted relationships with customers, listening to feedback and questions, and helping build solutions for customers. They are able to clearly identify and communicate themes from feedback to our product teams enabling us to continuously improve our customer experience. They strive to improve their customer success craft through self-study, elevating industry standards, metric analysis, and customer feedback.

Key responsibilities

  • Be a trusted partner & maintain key relationships with our post-sale customers.
  • Collect, analyze, and present customer feedback & enhancement requests to drive continuous improvement in the product and customer experience.
  • Execute & build repeatable processes to consistently track, manage and minimize churn.
  • Partner closely with other Atlassian teams to ensure at-risk customers have the correct touch points established internally for churn remediation.
  • Prepare and educate customers on new features and releases. Identify training needs within the accounts and ensure those needs are met.
  • Review health dashboard(s) and case log regularly; react nimbly and raise issues as required.
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customer needs.
  • Conduct periodic customer health-checks to confirm happiness, identify renewal risk, and collaborate with internal teams to resolve and ensure a successful renewal and growth.
  • Communicate and share standard methodologies to ensure customers are realizing the greatest possible value from Atlassian products.

    • On the first day, we’ll expect you to have

  • 5+ years in a customer-facing role in the tech industry (SaaS preferred)
  • 3+ years working in a SaaS company
  • 2+ years experience as a CSM or Account Manager for a SaaS product
  • Stellar communication skills (written, verbal, and visual), ability to explain value propositions and technical subjects to non-technical personnel.
  • Strong data analysis skills and the ability to consume large data sets to identify and articulate themes, trends, gaps, and opportunities to move the business forward.
  • Excellent prioritization, task, and time management skills enabling success when faced with deadline.
  • Outstanding multi-task task management skills across a multifaceted set of responsibilities.
  • Ability to build & maintain credibility and trust by understanding customer requirements, addressing needs, and driving outcomes.
  • Capability to build structure in ambiguous situations, design effective processes, and hold customers and internal partners accountable.

    • It’s excellent, but not required if you have

  • Experience with Atlassian products such as Jira, Jira Service Desk, Confluence, BitBucket, or Access.
  • Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is favored.
  • Salesforce or Tableau experience.
    • More about our team
    Atlassian Customer Success partners with our customers to help them achieve their goals with our products through engagement during the critical early phases of onboarding and adoption. Mitigating risk when customers encounter obstacles on their journey, evangelizing new practices and delivering insights to the business are at the heart of what we do.

    More about our benefits

    Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

    More about Atlassian

    Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

    Additional Information

    We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.