Customer Success Manager

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 Customer Success Managers (CSMs) strive to help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained business outcomes. This is done by delivering standard methodologies at scale to support product adoption, solution expansion, and long-term growth of customer users.
As a CSM, you build relationships and and demonstrate a deep understanding of the Atlassian customer journey from implementation to adoption and expansion. You are equipped to guide customers over their hurdles, delivering value through proactive and programmatic customer engagement and best practices– whether the customer is establishing an Agile product delivery methodology, optimizing Developer Tools automation, building new teamwork communities, or improving IT services.
In this role, you'll cut across multiple products and solution practice areas. You’ll interact with a variety of customer profiles to support the successful adoption and expansion of their Atlassian solution investment. CSMs also reach into all parts of Atlassian as the primary champion of the user's cause!

Key Responsibilities:

• Proactively manage named customer accounts to unlock early and sustained product adoption and success with Atlassian Solutions.
• Deliver established best practices at scale to support customer business value and outcomes.
• Drive programmatic engagement with customers based on data analysis.
• Promote opportunities for service and solution expansion within a customer organization.
• Identify and work to address obstacles in implementation, adoption, and growth.
• Mitigate churn in customer accounts through early risk identification, intervention, and mitigation.
• Identify operational improvements, capture customer feedback, unpack trends and deliver insights to other Atlassian teams.
• Actively captures customer feedback, unpacks trends and delivers insights to other Atlassian teams
• Project planning & participation to further develop CSM operations

On your first day, we expect you to have:

• 3-5 years in relationship management or account management with a preference for prior SaaS or scaled customer success or services experience
• Ability to assess and create a usage adoption plan around a business use case, as well as uncovering potential areas of growth and challenges to adoption
• Understanding of common Jira and Confluence end-user use cases and ways of working, with ability to demonstrate those use cases, and understanding of configuration trade-offs
• A data-driven approach to customer management to prioritize time around risk, and mitigating churn through customer engagement, as well unlocking growth opportunities
• Ability to build collaborative relationships internally across product, sales, support and marketing to facilitate a seamless customer experience
• Experience with one of the following: agile ways of working, project management, DevOps and automation, or IT service management
• Rock-solid work and time management in a high volume customer-facing environment

More about our teamOur Customer Success Managers are a globally distributed team of Atlassian solution advocates who are passionate about enabling and accelerating customer success. As a part of the team, you'll engage with customer organizations to help them deliver an impactful solution to their users. CSMs are the trusted point of contact whom customers can rely on to help them get the most out of Atlassian products and attain their ideal solution for team collaboration. At Atlassian, you'll have a direct impact on millions of users, fast! You won't get frustrated with bureaucracy or slow decision-making, because we encourage innovative thinking. We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be extraordinary.
CompensationAt Atlassian, we strive to design equitable and explainable 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: $129,300-$155,100
Zone B: $116,400-$139,600
Zone C: $107,300-$1