Strategic Customer Success Manager

4 days ago

San Francisco, California, United States Atlassian Full time
Unlock Customer Success with Atlassian

At Atlassian, we're on a mission to unleash the potential of every team. As a Strategic Customer Success Manager, you'll play a critical role in helping our customers realize the value of our products and solutions.

Key Responsibilities:

  • Develop trusted advisor relationships with C-suite and executive-level customers to ensure they achieve maximum value from our solutions.
  • Collaborate with cross-functional teams to deliver customer success plans, including regular check-ins, quarterly business reviews, and strategic planning sessions.
  • Guide customers through complex implementation processes, leveraging your expertise in SaaS business models and customer success strategies.
  • Maintain a deep understanding of our products and solutions, communicating their value to customers and identifying opportunities for growth.
  • Engage with customers to unlock early and sustained product adoption, driving change management and expanding customer footprint.
  • Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with the account team.
  • Provide internal feedback on how Atlassian can better serve our strategic customers, ensuring their voices are heard and valued.

Requirements:

  • 8-10+ years of experience in customer success or account management, with a track record of managing strategic customers with complex SaaS product portfolios.
  • Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
  • Understanding of common Jira and Confluence end-user use cases and ways of working, with the ability to demonstrate those use cases and understand configuration trade-offs.
  • Collaborative mindset, with experience working across product, sales, support, and marketing teams to facilitate a seamless customer experience.
  • Problem-solving skills and a customer-centric mindset, with experience balancing a book of business in a customer-facing environment.
  • Proficiency in Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

What We Offer:

  • Competitive compensation package, including base pay, benefits, bonuses, commissions, and equity.
  • Opportunities for professional growth and development, with a focus on customer success and strategic account management.
  • A dynamic and supportive work environment, with a team that values collaboration, innovation, and customer satisfaction.

About Atlassian:

At Atlassian, we're committed to creating software that helps teams all over the world work better together. Our products are designed to make collaboration easier, faster, and more effective. We believe that every team deserves the best tools to succeed, and we're passionate about delivering solutions that meet their needs.

Join Our Team:

We're looking for talented individuals who share our passion for customer success and strategic account management. If you're a motivated and results-driven professional with a track record of delivering exceptional customer experiences, we'd love to hear from you.

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