Onboarding Success Manager

Working at Atlassian
Atlassians have flexibility in where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, as part of being a distributed-first company.
To help our teams work together effectively, this role is fully remote, but requires you to be located in EMEA.
Atlassian is looking for an experienced Onboarding Success professional specifically focused on customer onboarding to new products and expanding existing product usage by delivering engaging and educational virtual sessions designed to prioritize the powerful capabilities and product value for our customers. We're seeking professionals who find positioning customers for success by sharing strategies to keep the Atlassian products approachable to be a rewarding and invigorating experience.
Onboarding Success Managers engage customers to unlock early and sustained business outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users through.
You'll build relationships and demonstrate deep understanding of the Atlassian customer journey in this role by facilitating customer experiences that go beyond transactional exchanges. You'll be equipped to guide customers over their transformational hurdles, delivering value through proactive and programmatic customer engagement and best practices - whether the customer is establishing an agile product delivery methodology, optimizing developer tool automation, building new teamwork communities, or improving IT services.
In this role, you'll cut across multiple products and solution practice areas while partnering with our Customer Success Managers to build upon the momentum of your initial scaled customer engagements. You'll interact with a variety of customer profiles to support the successful adoption and expansion of their Atlassian solution investment.
Your future team
With over 250,000 customers worldwide, Atlassian is helping organizations like NASA, IBM, Hubspot, Samsung and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team.
Our team enjoys high earnings potential with the enterprise white space opportunity ahead of us, selling impactful products that are at the forefront of cloud and artificial intelligence utilization.
We approach everything we do using our value of 'play, as a team'.
In this role, you will:

• Design and deliver scalable engagements for a dynamic portfolio of customers during key journey milestones leading up to, during, and following their transformation or integration efforts to include including onboarding and early adoption efforts
• Develop trusted advisor relationships with customers from C-Suite to global teams, ensuring they receive maximum value from our solutions throughout their lifecycle
• Guide customers through the onboarding phase, focusing on change management, communication planning, and technical enablement
• Manage post-sales activity for your customers through relationship-building, product expertise, and execution
• Maintain a deep understanding of Atlassian products and solutions, articulating the most relevant features for each customer's requirements
• Drive early and sustained product adoption and success with Atlassian Solutions
• Serve as the earliest voice of the customer, providing internal feedback to improve Atlassian's enterprise offerings
• Collaborate across sales, migrations, support, and account teams to ensure a seamless onboarding experience
• Proactively Guide Customer Journeys: Leverage predictive signals and standardized frameworks to pinpoint key milestones, adoption opportunities, and potential risks, thereby facilitating early and sustained product adoption and success with Atlassian solutions.
• Deliver Value at Scale: Deliver value through 1:many engagements including webinars, office hours, and curated outreach.
• Maintain Solution & Industry Expertise: Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
• Mitigate Risk: Identify and mitigate churn risks through early risk identification, intervention, escalation, and mitigation in collaboration with internal teams as needed
• Maintain Operational Excellence: Keep accurate records in Gainsight, adhere to engagement frameworks, and contribute to continuous improvement initiatives.

Your Background:

• 5 years in Customer Success with a track record managing large customers with a complex SaaS product portfolio
• Experience focusing on driving adoption during the customer onboarding phase (i.e. first 60-90 days)
• Built and launched new customer journey programs from the ground up, defining success metrics, testing and iterating to optimize performance in a fast-paced, startup-like environment
• Experience building programs and processes supportive of the customer onboarding journey backed by clear success criteria
• High level of technical and solution expertise, including:
  
  • Understanding of common Jira, Confluence, and Loom use cases for end users and configuration trade-off considerations that prove beneficial for administrators
  • Experience with software implementation processes
  • Familiarity with agile ways of working, project management, DevOps and automation, or IT service management
  • Ability to work with a variety of customer profiles, including executives, administrators, and multi-layered global teams
  • Experience delivering quality service and collaborating internally across product, sales, support, and marketing
  • Proven ability to balance a book of business in a customer-facing environment
  • Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau

Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits .
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .