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Enterprise Customer Success Manager

2 months ago

New York, New York, United States Atlassian Full time

About the Role

We are seeking an experienced Enterprise Customer Success Manager to join our team at Atlassian. As a key member of our Customer Success organization, you will be responsible for driving business growth and customer satisfaction through strategic planning, execution, and relationship-building.

Key Responsibilities

  • Manage a team of Customer Success Managers to set and achieve business objectives and targets.
  • Develop and implement customer success strategies to drive revenue growth and customer retention.
  • Collaborate with cross-functional teams, including sales, marketing, and product, to ensure seamless customer experiences.
  • Analyze customer data and market trends to identify opportunities for improvement and drive business growth.
  • Provide mentorship and coaching to team members to help them develop their skills and achieve their individual targets.
  • Hire and onboard new team members to support business growth goals.
  • Contribute to annual and quarterly planning, including delivering on company mission and objectives.
  • Provide regular updates and reports on team performance to senior management.

Requirements

  • 7-9+ years of experience in Customer Success, with 3-5+ years of field Customer Success leadership experience.
  • 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 common Jira and Confluence end-user use cases and ways of working, with ability to demonstrate those use cases and understanding of configuration trade-offs.
  • Collaborate internally across product, sales, support, and marketing to facilitate a seamless customer experience.
  • Experience balancing a book of business in a customer-facing environment.
  • Problem-solving skills and a customer-centric mindset.
  • Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

What We Offer

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. Our base pay ranges for new hires in each geographic pay zone are:

Zone A: $145,600 - $194,100

Zone B: $131,000 - $174,700

Zone C: $120,800 - $161,100

This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit our website to learn more about our perks and benefits.