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Senior Manager, Customer Success - Strategic

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Atlassian

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

Atlassian is looking for a Senior Manager to oversee our Strategic Customer Success team. The Senior Manager for our Strategic Customer Success team is dedicated to assisting their team and customers in realizing value and the full potential of their Atlassian investment. You will guide this team to unlock early and sustained outcomes by implementing agile product delivery methodologies, optimizing developer tools automation, encouraging new teamwork communities, and enhancing IT services.

Job Responsibility:

  • Lead and manage a team of Strategic Customer Success Managers to set and achieve OKRs and KPIs, as well as professional goals within the Strategic segment
  • Remain well informed about industry trends, competitor activities, and market dynamics to inform the Strategic segment
  • Guide team to develop and implement strategic Success Plans and initiatives to penetrate and expand market share in the strategic segment
  • Oversee complex Enterprise book of business and guide team to setting and achieving department OKRs and metrics
  • Recruit, hire, and onboard new members of the Strategic Customer Success team to support business growth objectives
  • Collaborate with internal leaders including Channel Partners, Product Specialists, Account Managers, and Solution Engineers to streamline processes and enhance customer satisfaction
  • Analyze customer insights, product data and market trends to identify opportunities for growth and improvement
  • Manage C-Level and key executive relationships and participating in high-level value realization sessions and discussions as needed
  • Provide mentorship, coaching, and guidance to the team to help them develop their skills and achieve their individual targets
  • Conduct regular performance evaluations and provide feedback to the team to drive continuous improvement
  • Provide regular updates and reports on team performance to senior management.

Requirements:

  • Proven senior leadership experience (e.g. experience managing managers/senior CSMs)
  • Tenured experience working with large, Global, Fortune 500 customers and overseeing a large customer portfolio valued over at least 100+ million
  • You enjoy working in a highly matrixed organisation where building relationships across the customer’s global team is imperative to their success and growth
  • Excels when engaging directly with enterprise customers with a consultative, relationship-oriented approach
  • Motivated and inspired to coach and mentor Customer Success professionals
  • Experience using CRM, Pipeline Management, and Analytic tools
  • Drives transformational adoption of solutions and engage with C-level stakeholders
  • Experience working in an international environment, identifying and solving problems, trying new things and sharing your findings with the team and business.
What we offer:
  • health coverage
  • paid volunteer days
  • wellness resources

Additional Information:

Job Posted:
April 23, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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