Strategic Customer Success Manager

3 weeks ago

San Francisco, California, United States Atlassian Full time

About the Role

We are seeking a highly skilled Strategic Customer Success Manager to join our team at Atlassian. As a key member of our Customer Success organization, you will be responsible for driving customer value realization and ensuring the successful adoption and expansion of our solutions.

Key Responsibilities

  • Develop and maintain trusted advisor relationships with C-suite and executive-level customers to ensure they receive maximum value from our solutions.
  • Guide customers through the implementation process, providing expert guidance and support to ensure successful adoption and expansion of our solutions.
  • Collaborate with internal stakeholders, including sales, support, and marketing teams, to ensure seamless customer experiences.
  • Identify and mitigate potential risks and issues, working closely with customers and internal teams to resolve any challenges that may arise.
  • Provide regular check-ins, quarterly business reviews, and strategic planning sessions to ensure customers are achieving their desired outcomes.

Requirements

  • 8-10+ years of experience in Customer Success or account management, with a proven track record of managing strategic customers with complex SaaS product portfolios.
  • Experience establishing trusted advisor relationships with customers, guiding outcomes, and using success plans to ensure goals are aligned and success metrics are identified.
  • Strong 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.
  • Excellent problem-solving skills, with a customer-centric mindset and ability to balance a book of business in a customer-facing environment.
  • Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet, and our solutions are designed for all types of work. We believe that the unique contributions of all Atlassians create our success.

We're an equal opportunities employer and welcome applications from diverse candidates. If you're passionate about customer success and want to join a dynamic team that's changing the way teams work, we'd love to hear from you.

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