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Customer Success Strategy Manager

1 month ago

San Francisco, California, United States Atlassian Full time

Overview:

We are seeking a highly motivated and experienced Senior Manager, Customer Success Strategy, to join our Customer Experience & Strategic Programs team at Atlassian. In this role, you will be responsible for developing and executing strategies that drive enterprise customer success, enhance customer experiences, and foster long-term relationships.

Key Responsibilities:

  • Strategic Planning: Develop and implement comprehensive enterprise customer success strategies that align with Atlassian's business goals and customer needs.
  • Customer Insights: Gather and analyze customer feedback, usage data, and market trends to gain insights into customer behavior and preferences.
  • Team Leadership: Lead, mentor, and inspire a team of customer success strategists.
  • Customer Engagement: Design and oversee programs and initiatives to engage customers at key points in their journey.
  • Stakeholder Collaboration: Partner with CS Leadership, Product, Sales, Marketing, and Support teams to align customer success initiatives with broader company objectives.
  • Performance Metrics: Establish and track key performance indicators (KPIs) to measure the effectiveness of customer success programs.
  • Innovation and Best Practices: Stay current with industry trends, best practices, and emerging technologies in customer success.

Qualifications:

  • Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
  • 8+ years of experience in customer success, strategy, or a related field, with at least 3 years in a leadership role.
  • Proven track record of developing and executing successful customer success strategies.
  • Strong analytical skills with the ability to interpret complex data and make data-driven decisions.
  • Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.

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: $171,800 - $229,000

Zone B: $154,600 - $206,100

Zone C: $142,600 - $190,100

This role may also be eligible for benefits, bonuses, commissions, and equity.