Atlassian
Senior Customer Success Manager, Mid-Market
Overview
Atlassian is hiring for a Senior Customer Success Manager, Mid-Market. Atlassians can choose where they work – in an office, from home, or a combination of the two. We can hire people in any country where we have a legal entity.
Responsibilities Our Mid-Market Pooled Senior Customer Success Managers (CSMs) are dedicated to helping customers realize the full potential of their Atlassian investments. As we scale to support a rapidly growing mid-market customer base, we are evolving our engagement model to deliver value at scale. Our Pooled CSMs empower hundreds of customers through proactive, data-driven, and content-rich engagement.
Drive Scalable Engagement: Proactively manage a portfolio of customers through a pooled model, supporting customers at key journey milestones (onboarding, adoption, and value realization).
Proactively Guide Customer Journeys: Use predictive signals and standardized frameworks to identify milestones, adoption opportunities, and risks to facilitate early and sustained product adoption.
Deliver Value at Scale: Provide value through 1:many engagements including webinars, office hours, and curated outreach.
Maintain Solution & Industry Expertise: Stay knowledgeable about Atlassian products and relevant features, with awareness of industry trends and competitor activity.
Mitigate Risk: Identify and mitigate churn risks through early intervention and collaboration with internal teams as needed.
Champion Customer Advocacy: Represent the Voice of the Customer to influence Atlassian 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 experience managing large customer portfolios in a pooled or scaled model and a complex SaaS product portfolio.
Customer-centric mindset with a passion for driving adoption, value realization, and customer satisfaction.
Proven ability to quickly build trusted relationships and guide customers to business outcomes through scalable engagement strategies.
Experience crafting and delivering 1:many or 1:few engagements to scale Customer Success efforts.
Understanding of common Jira and Confluence end-user use cases and ways of working.
Experience collaborating across product, sales, support, marketing, and solution partners to enable 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.
Exceptional verbal and written communication skills.
Experience with Gainsight (or similar CRM), Salesforce, and BI tools such as Tableau.
Compensation & Benefits At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. The baseline of our range is higher than the typical market range, with location-based zones. Base pay within the range is determined by a candidate’s skills, expertise, or experience. In the United States, the current base pay ranges are:
Zone A: $148,500 - $193,875
Zone B: $133,200 - $173,900
Zone C: $123,300 - $160,975
This role may also be eligible for benefits, bonuses, commissions, and equity. For more information on geographic pay zones, please refer to the go.atlassian.com/payzones page and confirm your zone with your recruiter.
Benefits & Perks At Atlassian offers a wide range of perks and benefits designed to support you and your family, including health and wellbeing resources, paid volunteer days, and more. To learn more, visit go.atlassian.com/perksandbenefits.
About Atlassian At Atlassian, we aim to unleash the potential of every team. Our software products help teams worldwide, and our solutions are designed for all types of work. We value diverse perspectives and are committed to equal opportunity employment. All information will be kept confidential according to EEO guidelines. We can provide accommodations at any stage of recruitment upon request. 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
Referrals increase your chances of interviewing at Atlassian. Get notified about new Customer Success Manager jobs in Austin, TX.
#J-18808-Ljbffr
Atlassian is hiring for a Senior Customer Success Manager, Mid-Market. Atlassians can choose where they work – in an office, from home, or a combination of the two. We can hire people in any country where we have a legal entity.
Responsibilities Our Mid-Market Pooled Senior Customer Success Managers (CSMs) are dedicated to helping customers realize the full potential of their Atlassian investments. As we scale to support a rapidly growing mid-market customer base, we are evolving our engagement model to deliver value at scale. Our Pooled CSMs empower hundreds of customers through proactive, data-driven, and content-rich engagement.
Drive Scalable Engagement: Proactively manage a portfolio of customers through a pooled model, supporting customers at key journey milestones (onboarding, adoption, and value realization).
Proactively Guide Customer Journeys: Use predictive signals and standardized frameworks to identify milestones, adoption opportunities, and risks to facilitate early and sustained product adoption.
Deliver Value at Scale: Provide value through 1:many engagements including webinars, office hours, and curated outreach.
Maintain Solution & Industry Expertise: Stay knowledgeable about Atlassian products and relevant features, with awareness of industry trends and competitor activity.
Mitigate Risk: Identify and mitigate churn risks through early intervention and collaboration with internal teams as needed.
Champion Customer Advocacy: Represent the Voice of the Customer to influence Atlassian 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 experience managing large customer portfolios in a pooled or scaled model and a complex SaaS product portfolio.
Customer-centric mindset with a passion for driving adoption, value realization, and customer satisfaction.
Proven ability to quickly build trusted relationships and guide customers to business outcomes through scalable engagement strategies.
Experience crafting and delivering 1:many or 1:few engagements to scale Customer Success efforts.
Understanding of common Jira and Confluence end-user use cases and ways of working.
Experience collaborating across product, sales, support, marketing, and solution partners to enable 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.
Exceptional verbal and written communication skills.
Experience with Gainsight (or similar CRM), Salesforce, and BI tools such as Tableau.
Compensation & Benefits At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. The baseline of our range is higher than the typical market range, with location-based zones. Base pay within the range is determined by a candidate’s skills, expertise, or experience. In the United States, the current base pay ranges are:
Zone A: $148,500 - $193,875
Zone B: $133,200 - $173,900
Zone C: $123,300 - $160,975
This role may also be eligible for benefits, bonuses, commissions, and equity. For more information on geographic pay zones, please refer to the go.atlassian.com/payzones page and confirm your zone with your recruiter.
Benefits & Perks At Atlassian offers a wide range of perks and benefits designed to support you and your family, including health and wellbeing resources, paid volunteer days, and more. To learn more, visit go.atlassian.com/perksandbenefits.
About Atlassian At Atlassian, we aim to unleash the potential of every team. Our software products help teams worldwide, and our solutions are designed for all types of work. We value diverse perspectives and are committed to equal opportunity employment. All information will be kept confidential according to EEO guidelines. We can provide accommodations at any stage of recruitment upon request. 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
Referrals increase your chances of interviewing at Atlassian. Get notified about new Customer Success Manager jobs in Austin, TX.
#J-18808-Ljbffr