Principal Strategic Customer Success Manager, Strategic

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 looking for a Principal Customer Success Manager, Strategic.

Atlassian Customer Success Managers strive to help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained business outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users.

As a Strategic CSM, you’ll build relationships and and demonstrate a deep understanding of the Atlassian customer journey. You’ll be 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 tool 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.

Your future team

With over 250,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, Hubspot, Samsung and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team.

With a focus on value selling, we help our customers understand how our products combine to create enterprise solutions that transform their business’s outcomes. We’re different from other organisations because we approach everything we do using our value of ‘play as a team'. We support each other, celebrate our wins together and share knowledge. Our employees work with Atlassian, not for Atlassian.

Our team enjoys high earnings potential with the enterprise white space opportunity ahead of us, selling impactful products that are at the forefront of cloud and artificial intelligence utilization.

Responsibilities

In this role, you will:

• 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 capture customer feedback, unpack trends and delivers insights to other Atlassian teams

Qualifications

• 8+ 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, as well as understanding of configuration trade-offs.

• A data-driven approach to customer management to prioritize time around risk, as well as mitigating churn through customer engagement and 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 time management in a high volume customer-facing 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 cur