Atlassian
Senior Customer Success Manager, Mid-Market
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Senior Customer Success Manager, Mid-Market
role at
Atlassian .
Overview
At Atlassian, we work with over 300,000 customers worldwide, many of which have complex, large-scale operations. Our mission is to unleash the potential of every team through the power of our software solutions, delivering exceptional customer impact and ongoing revenue growth. We foster a culture of collaboration and teamwork, emphasizing our value of “play, as a team.” Atlassians can choose where they work—office, home, or a hybrid model—and we can hire people in any country where we have a legal entity.
Responsibilities
Drive Scalable Engagement: Proactively manage a portfolio of customers through a pooled model, supporting customers at key journey milestones (including onboarding, adoption, and value realization).
Proactively Guide Customer Journeys: Leverage predictive signals and standardized frameworks to pinpoint milestones, adoption opportunities, and potential risks, enabling early and sustained product adoption and success with Atlassian solutions.
Deliver Value at Scale: Create value through 1:many engagements including webinars, office hours, and curated outreach.
Maintain Solution & Industry Expertise: Maintain knowledge of our products and solutions and discuss the most relevant features for customers’ requirements; stay informed on industry trends and competitive activities.
Mitigate Risk: Identify and mitigate churn risks with early risk identification, intervention, escalation, and coordination with internal teams as needed.
Champion Customer Advocacy: Represent the Voice of the Customer, sharing insights and feedback to influence Atlassian’s products and services.
Maintain Operational Excellence: Keep accurate records in Gainsight, adhere to engagement frameworks, and contribute to continuous improvement initiatives.
Your Background
5+ years in Customer Success, Account Management, or related SaaS roles, with proven experience managing large customer portfolios in a pooled or scaled model with a complex SaaS product portfolio.
A customer-centric mindset with a passion for driving adoption, value realization, and customer satisfaction.
Proven ability to build trusted relationships and guide customers to business outcomes through scalable engagement strategies.
Experience delivering 1:many or 1:few engagements to scale Customer Success efforts.
Understanding of Jira and Confluence end-user use cases and ways of working.
Experience collaborating across product, sales, support, marketing, and solution partners to facilitate a seamless customer experience.
Strong organizational and time management skills with the ability to manage multiple priorities.
Adaptability and a commitment to continuous learning in a dynamic environment.
Excellent verbal and written communication skills.
Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.
Qualifications
Compensation details: The base pay range for new hires in the United States is Zone A: $148,500 - $193,875; Zone B: $133,200 - $173,900; Zone C: $123,300 - $160,975. There may be eligibility for benefits, bonuses, commissions, and equity. Specific zone eligibility should be confirmed with the recruiter.
Benefits & Perks: Atlassian offers a wide range of perks and benefits designed to support you and your family, including health and wellbeing resources and paid volunteer days. Details at go.atlassian.com/perksandbenefits.
About Atlassian At Atlassian, we strive to unleash the potential of every team. Our products help teams worldwide, and our culture emphasizes inclusion and respect for all perspectives and experiences. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability. All information will be kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of the recruitment process upon request to our Recruitment team. For more about our culture and hiring process, visit go.atlassian.com/crh.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
Note: Referrals can increase your chances of interviewing at Atlassian. This role is listed for Mountain View, CA, and related locations. The job description above reflects the responsibilities and requirements for the Senior Customer Success Manager, Mid-Market role.
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Senior Customer Success Manager, Mid-Market
role at
Atlassian .
Overview
At Atlassian, we work with over 300,000 customers worldwide, many of which have complex, large-scale operations. Our mission is to unleash the potential of every team through the power of our software solutions, delivering exceptional customer impact and ongoing revenue growth. We foster a culture of collaboration and teamwork, emphasizing our value of “play, as a team.” Atlassians can choose where they work—office, home, or a hybrid model—and we can hire people in any country where we have a legal entity.
Responsibilities
Drive Scalable Engagement: Proactively manage a portfolio of customers through a pooled model, supporting customers at key journey milestones (including onboarding, adoption, and value realization).
Proactively Guide Customer Journeys: Leverage predictive signals and standardized frameworks to pinpoint milestones, adoption opportunities, and potential risks, enabling early and sustained product adoption and success with Atlassian solutions.
Deliver Value at Scale: Create value through 1:many engagements including webinars, office hours, and curated outreach.
Maintain Solution & Industry Expertise: Maintain knowledge of our products and solutions and discuss the most relevant features for customers’ requirements; stay informed on industry trends and competitive activities.
Mitigate Risk: Identify and mitigate churn risks with early risk identification, intervention, escalation, and coordination with internal teams as needed.
Champion Customer Advocacy: Represent the Voice of the Customer, sharing insights and feedback to influence Atlassian’s products and services.
Maintain Operational Excellence: Keep accurate records in Gainsight, adhere to engagement frameworks, and contribute to continuous improvement initiatives.
Your Background
5+ years in Customer Success, Account Management, or related SaaS roles, with proven experience managing large customer portfolios in a pooled or scaled model with a complex SaaS product portfolio.
A customer-centric mindset with a passion for driving adoption, value realization, and customer satisfaction.
Proven ability to build trusted relationships and guide customers to business outcomes through scalable engagement strategies.
Experience delivering 1:many or 1:few engagements to scale Customer Success efforts.
Understanding of Jira and Confluence end-user use cases and ways of working.
Experience collaborating across product, sales, support, marketing, and solution partners to facilitate a seamless customer experience.
Strong organizational and time management skills with the ability to manage multiple priorities.
Adaptability and a commitment to continuous learning in a dynamic environment.
Excellent verbal and written communication skills.
Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.
Qualifications
Compensation details: The base pay range for new hires in the United States is Zone A: $148,500 - $193,875; Zone B: $133,200 - $173,900; Zone C: $123,300 - $160,975. There may be eligibility for benefits, bonuses, commissions, and equity. Specific zone eligibility should be confirmed with the recruiter.
Benefits & Perks: Atlassian offers a wide range of perks and benefits designed to support you and your family, including health and wellbeing resources and paid volunteer days. Details at go.atlassian.com/perksandbenefits.
About Atlassian At Atlassian, we strive to unleash the potential of every team. Our products help teams worldwide, and our culture emphasizes inclusion and respect for all perspectives and experiences. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability. All information will be kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of the recruitment process upon request to our Recruitment team. For more about our culture and hiring process, visit go.atlassian.com/crh.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
Note: Referrals can increase your chances of interviewing at Atlassian. This role is listed for Mountain View, CA, and related locations. The job description above reflects the responsibilities and requirements for the Senior Customer Success Manager, Mid-Market role.
#J-18808-Ljbffr