Atlassian provides tools to help every team unleash their full potential.
The Role
Manage post-sales relationships with mid-market and enterprise customers, serving as a trusted advisor and driving adoption, value realization, expansion, and retention. Develop success plans, conduct executive business reviews, identify risks, coordinate with account teams, demonstrate Atlassian solutions, and provide customer feedback internally. The role requires strong SaaS customer success expertise and proficiency with Jira, Confluence, Gainsight or similar CRM tools, Salesforce, and Tableau.
Summary Generated by Built In
Sales | Austin, United States | Remote, Remote
Working at Atlassian
Atlassians can choose 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.
Atlassian Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. They engage customers to align on strategic goals and 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 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.
You'll use your solution expertise to cut across multiple products and solution practice areas. You'll work with a variety of customer profiles including executives, administrators and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment.
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.
Please visit
Working at Atlassian
Atlassians can choose 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.
Atlassian Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. They engage customers to align on strategic goals and 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 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.
You'll use your solution expertise to cut across multiple products and solution practice areas. You'll work with a variety of customer profiles including executives, administrators and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment.
- 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 account team members to develop Customer Success Plans, including regular check-ins, EBRs (Executive Business Reviews), and strategic planning sessions. The account team includes the account executive, solution partners, and other Atlassians.
- 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.
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.
Please visit
Skills Required
- 8-10 years of experience in Customer Success or account management
- Track record managing enterprise customers with a complex SaaS product portfolio
- Experience establishing trusted advisor relationships with customer partners
- Experience using Success Plans to align business goals and define success metrics
- Understanding of common Jira and Confluence end-user use cases and ways of working
- Ability to demonstrate Jira and Confluence use cases and explain configuration trade-offs
- Experience delivering quality internal service across product, sales, support, and marketing teams
- Experience balancing a book of business in a customer-facing environment
- Experience with Gainsight or a similar CRM tool
- Experience with Salesforce
- Experience with business intelligence tools such as Tableau
What the Team is Saying
Tiffany
Engineering Senior Associate, United States
Gautam
Software Engineer, United States
Tygrr
Product Manager, United States
Ashleigh
Frontend Engineer, United States
Jensen
Senior Frontend Software Engineer, United States
Javier
Senior Solutions Engineer, United States
Atlassian Compensation & Benefits Highlights
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Parental & Family Support — Parental support is highlighted through generous paid leave for birthing and non-birthing parents, plus fertility, adoption, and surrogacy benefits. Family-building coverage also includes IVF and fertility preservation.
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Healthcare Strength — Healthcare is described as comprehensive, spanning medical, dental, vision, disability and life insurance, HSA/FSA access, and extensive mental-health resources. Support includes counseling and crisis services.
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Retirement Support — Retirement benefits are noted as a standout feature in the U.S., including a company 401(k) match with immediate vesting. This structure supports long-term savings as part of total compensation.
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The Company
What We Do
Atlassian creates teamwork solutions for high-performing teams. Our portfolio of collaboration and work management software products includes Jira, Confluence, Trello, Loom and Rovo. More than 300,000 businesses worldwide rely on Atlassian’s technology, including 80 percent of Fortune 500 companies. Our solutions support various business teams and they help organizations plan, track, and deliver their biggest ideas together.
Why Work With Us
At Atlassian, we believe we can accomplish so much more together than apart — which is why everything from our tooling — to our distributed workforce — to how our teams are structured is rooted in collaboration. Come join us and help unleash the potential of every team.
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Employees work remotely.
Atlassians have flexibility in where they work to support their family, personal goals, and other priorities. Our approach to distributed work allows us to tap into talent beyond our office locations, and to reimagine how work gets done.
Typical time on-site:
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