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Senior Manager, Customer Success Strategy

2 months ago

San Francisco, California, United States Atlassian Full time
About the Role

We are seeking a highly motivated and experienced Senior Manager, Customer Success Strategy, to join our Customer Experience & Strategic Programs team at Atlassian.

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.
  • Customer Health: Develop and implement frameworks to monitor and improve customer health scores.
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.
  • Demonstrated ability to lead and inspire high-performing teams.
  • Experience with Atlassian products and a strong understanding of the software industry is a plus.