Strategic Customer Success Manager, Atlassian

Atlassian

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Customer Service

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Not provided

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Job Description:

Atlassian is looking for a Strategic Customer Success Manager, Korean Speaker. Atlassian Strategic Customer Success Managers help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users. As a Strategic CSM, you’ll build relationships and demonstrate an understanding of the Atlassian customer journey. You’ll be equipped to guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.

Job Responsibility:

Develop a trusted advisor relationship with customers at the C-suite and executive level, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle
guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions
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
develop and execute adoption strategies targeting high value accounts, driving change management, and expanding customer footprint
mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your 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 Strategic customers

Requirements:

8+ years of experience in Customer Success or Account Management at a 10k employee company, with a track record managing strategic 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 ability to demonstrate those use cases, and understanding of configuration trade-offs
collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience
experience balancing a book of business in a customer-facing environment
problem-solving skills and a customer-centric mindset
experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau

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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Strategic Customer Success Manager