Enterprise Customer Success Manager, Atlassian

Atlassian

Location:
United States, San Francisco ▼
New York
Austin
Mountain View

Category:
Customer Service

Contract Type:
Employment contract

Salary:

120800.00 - 194100.00 USD / Year

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Job Description:

Atlassian is looking for an Enterprise Customer Success Manager to help customers realize the value in their Atlassian investment. The role involves engaging customers to unlock early and sustained outcomes by delivering best practices at scale that support product adoption and solution expansion. You'll build trusted relationships, leverage solution expertise, and use Success Plans to align business strategies.

Job Responsibility:

Develop a trusted advisor relationship with customers from C-Suite, to executives and global teams helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle
Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes
Collaborate with the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions
Manage post-sales activity for your customers through relationship-building, product expertise, and execution
Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements
Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions
Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with your seasoned account team and in particular the Account Associate
Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers

Requirements:

5-8 years in Customer Success or account management with a track record managing Enterprise customers with a complex SaaS product portfolio
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 an ability to demonstrate those use cases, and understanding of configuration trade-offs
Experience making customers feel valued through quality service internally across product, sales, support, and marketing to facilitate a seamless customer experience
Experience balancing a book of business in a customer-facing environment
Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau

What we offer:

Health and wellbeing resources
Paid volunteer days
Equity
Bonuses
Commissions

Additional Information:

Job Posted:
April 23, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Enterprise Customer Success Manager