Senior Manager, Enterprise Customer Success

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.

Responsibilities

Atlassian is looking for a Manager, Enterprise Customer Success Management Team

The Senior Manager, Enterprise Customer Success Management is dedicated to assisting their team and customers in realizing value and the full potential of their Atlassian investment. You will guide this team to unlock early and sustained outcomes by implementing agile product delivery methodologies, optimizing developer tools automation, encouraging new teamwork communities, and enhancing IT services.

Your future team

With over 300,000 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.

We help our customers understand how our products combine to create enterprise solutions that transform their business’s outcomes. Our team enjoys high earnings potential with the enterprise opportunity ahead of us, selling impactful products that lead cloud and artificial intelligence use.

In this role you will:

• Manage a team of Senior and Principal Enterprise Customer Success Managers to set and achieve OKRs and and targets.

• Apply solution expertise and remain informed on varying needs across global units.

• Guide team in monitoring customer health, support customer escalations, and identify opportunities to improve customer satisfaction and retention.

• Experience communicating with decision makers, understanding of their unique perspectives and priorities to create and expand relationships.

• Advanced in guiding and collaborating with leadership across matrixed account team across geographies, getting teams aligned and working toward the same goals.

• Analyze customer insights, prioritize feedback, product data and market trends to identify opportunities for improvement in collaboration with product teams.

• Provide mentorship an coaching to the team to help them develop their skills and achieve their individual targets while conducting regular performance feedback and evaluations.

• Hire, and onboard new members of the Enterprise Customer Success team to support business growth goals.

• Contribute to annual and quarterly planning including delivering on company mission.

• Provide regular updates and reports on team performance to senior management.

Your Background:

• 8-10+ years experience in Customer Success; 5+ years of field Customer Success leadership, with Enterprise Customer Success Management Experience.

• 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.

• 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.

• Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience.

• Experience balancing a book of business in a customer-facing environment.

• Problem-solving skills and a customer-centric mindset.

• Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau.

Qualifications

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: $174,600 - $227,950

Zone B: $156,600 - $204,450

Zone C: $144,900 - $189,175

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