Atlassian
Customer Success Manager, Mid-Market
Atlassian, San Francisco, California, United States, 94199
Overview
Working at Atlassian. Atlassians can choose where they work – in an office, from home, or a combination of the two. Interviews and onboarding are conducted virtually as part of being a distributed-first company. Responsibilities
Develop a trusted advisor relationship with customers from C-Suite to executives and global teams, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes. Collaborate with the customer and account team members to develop Customer Success Plans, including regular check-ins, EBRs (Executive Business Reviews), and strategic planning sessions. The account team includes the account executive, solution partners, and other Atlassians. Manage post-sales activity for your customers through relationship-building, product expertise and execution. Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements. Engage with customers to unlock early and sustained product adoption and success with Atlassian Solutions. Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your seasoned account team. Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers. Leverage Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified. Understand common Jira and Confluence and/or Service Management end-user use cases and ways of working, with the ability to demonstrate those use cases and discuss configuration trade-offs. Balance a book of business in a customer-facing environment and coordinate with internal teams (product, sales, support, marketing) to deliver a seamless customer experience. Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau. Qualifications
3-7 years in Customer Success or account management with a track record managing Enterprise-level customers with a complex SaaS product portfolio. 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 Jira and Confluence and/or Service Management end-user use cases and ways of working, with the ability to demonstrate those use cases and understand configuration trade-offs. Experience making customers feel valued through quality service across product, sales, support and marketing to facilitate a seamless customer experience. Experience balancing a book of business in a customer-facing environment. Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau. Compensation & Benefits
At Atlassian, compensation is designed to be equitable, explainable, and competitive. The baseline range for the United States is provided below and varies by geographic pay zones. Base pay within the range is determined by skills, expertise, or experience. Zone A: $118,800 - $155,100; Zone B: $107,100 - $139,825; Zone C: $98,100 - $128,075. This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information, and confirm the zone for your location with your recruiter. Benefits & Perks Atlassian offers a wide range of perks and benefits designed to support you and your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and more. To learn more, visit
go.atlassian.com/perksandbenefits . About Atlassian
At Atlassian, we unleash the potential of every team. Our software products help teams worldwide, and collaboration through our tools makes what may be impossible, possible together. 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. We can support accommodations or adjustments at any stage of the recruitment process. To learn more about our culture and hiring process, visit
go.atlassian.com/crh . For more information about our hiring process, refer to our site.
#J-18808-Ljbffr
Working at Atlassian. Atlassians can choose where they work – in an office, from home, or a combination of the two. Interviews and onboarding are conducted virtually as part of being a distributed-first company. Responsibilities
Develop a trusted advisor relationship with customers from C-Suite to executives and global teams, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes. Collaborate with the customer and account team members to develop Customer Success Plans, including regular check-ins, EBRs (Executive Business Reviews), and strategic planning sessions. The account team includes the account executive, solution partners, and other Atlassians. Manage post-sales activity for your customers through relationship-building, product expertise and execution. Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements. Engage with customers to unlock early and sustained product adoption and success with Atlassian Solutions. Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your seasoned account team. Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers. Leverage Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified. Understand common Jira and Confluence and/or Service Management end-user use cases and ways of working, with the ability to demonstrate those use cases and discuss configuration trade-offs. Balance a book of business in a customer-facing environment and coordinate with internal teams (product, sales, support, marketing) to deliver a seamless customer experience. Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau. Qualifications
3-7 years in Customer Success or account management with a track record managing Enterprise-level customers with a complex SaaS product portfolio. 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 Jira and Confluence and/or Service Management end-user use cases and ways of working, with the ability to demonstrate those use cases and understand configuration trade-offs. Experience making customers feel valued through quality service across product, sales, support and marketing to facilitate a seamless customer experience. Experience balancing a book of business in a customer-facing environment. Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau. Compensation & Benefits
At Atlassian, compensation is designed to be equitable, explainable, and competitive. The baseline range for the United States is provided below and varies by geographic pay zones. Base pay within the range is determined by skills, expertise, or experience. Zone A: $118,800 - $155,100; Zone B: $107,100 - $139,825; Zone C: $98,100 - $128,075. This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information, and confirm the zone for your location with your recruiter. Benefits & Perks Atlassian offers a wide range of perks and benefits designed to support you and your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and more. To learn more, visit
go.atlassian.com/perksandbenefits . About Atlassian
At Atlassian, we unleash the potential of every team. Our software products help teams worldwide, and collaboration through our tools makes what may be impossible, possible together. 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. We can support accommodations or adjustments at any stage of the recruitment process. To learn more about our culture and hiring process, visit
go.atlassian.com/crh . For more information about our hiring process, refer to our site.
#J-18808-Ljbffr