Senior Customer Success Onboarding Manager, Atlassian

Atlassian

Location:
United States, San Francisco

Category:
Consulting

Contract Type:
Employment contract

Salary:

143500.00 - 230500.00 USD / Year

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Job Description:

The Customer Success Onboarding, Sr. Manager is responsible for assessing, designing and developing new hire enablement programs that accelerate customer success' time to productivity. The individual in this role will work with customer success leaders and subject-mater-experts to develop a holistic enablement program that spans products/solutions, skills, systems and processes, and customer engagement best practices. Success in this role requires a deep understanding of enterprise selling and the customer journey, along with a creative approach to designing learning experiences, with an emphasis on application.

Job Responsibility:

Engages customer success and business leaders to gather and prioritize competencies, and onboarding requirements, to inform the onboarding strategy
Develops comprehensive enablement strategy for onboarding, including role-specific tracks and programs, and secures executive sponsorship across customer success and business leaders
Calibrates and aligns divergent requirements as needed and ensures onboarding program aligned to evolving priorities and GTM strategy
Engages the target audience to vet and refine onboarding program objectives, components and content
Designs learning experiences and collaborates with subject-matter-experts across the business to create the supporting content and exercises
Defines the role of customer success management coaching in driving onboarding effectiveness
Develops the tools and resources to help customer success management coach their teams
Leverages executives for onboarding delivery – from identification, to talking points, to preparation – to elevate the impact of the program
Conducts pilots to gather field feedback and refine programs
Defines and measures KPIs for program effectiveness, leveraging insights to drive continuous improvement
Develops and maintains detailed program plans, proactively managing milestones, dependencies and timelines to ensure smooth execution
Provides transparency, updates and tracking of program for executive sponsors
Consistently verifies and drives executive sponsor across customer success leaders and business leaders, specific to program plan
Oversees all aspects of the rollout and execution of enablement programs
Determines the right enablement vehicles and technologies for production and/or delivery of enablement that will optimize target audience consumption and learning
Identifies and engages customer success leaders and champions to help drive enablement program and content adoption

Requirements:

10+ years experience scoping, planning, designing, developing and implementing effective onboarding solutions for customer success or sales, at a technology company
Deep understanding of the customer success best practices, sales process, enterprise selling skills and sales methodologies
Experience working directly with sales and/or customer success to understand their learning needs and vet content
Consultative approach and proven track record of effective collaboration and ability to influence at all levels of an organization
Ability to work with ambiguity and achieve goals in a fast-paced and continuously evolving environment
Well versed in building skill-based and application oriented learning experiences
Agile and engaging facilitator
Exceptional written and verbal communication skills
Strong program management skills
Proactive, self-directed and results-oriented
Bachelor’s degree, or equivalent, a must

What we offer:

Health and wellbeing resources
Paid volunteer days
Bonuses
Commissions
Equity

Additional Information:

Job Posted:
April 23, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Senior Customer Success Onboarding Manager