Senior Manager, Customer Success Strategy

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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Role Overview: We are seeking a highly motivated and experienced Senior Manager, Customer Success Strategy, to join our Customer Experience & Strategic Programs team. In this role, you will be responsible for developing and executing strategies that drive enterprise customer success, enhance customer experiences, and foster long-term relationships. You will work closely with cross-functional teams, including Product, Sales, Marketing, and Support, to ensure our customers achieve their desired outcomes with Atlassian products.
Key Responsibilities:

• Strategic Planning: Develop and implement comprehensive enterprise customer success strategies that align with Atlassian's business goals and customer needs. Identify opportunities for improvement and innovation in our customer success processes and practices. Strong understanding of Success Plans, Value Frameworks, and Enterprise Customer Success.
• Customer Insights: Gather and analyze customer feedback, usage data, and market trends to gain insights into customer behavior and preferences. Use these insights to inform strategy and decision-making.
• Team Leadership: Lead, mentor, and inspire a team of customer success strategists. Foster a culture of collaboration, continuous improvement, and customer-centricity within the team.
• Customer Engagement: Design and oversee programs and initiatives to engage customers at key points in their journey, ensuring they derive maximum value from our products.
• Stakeholder Collaboration: Partner with CS Leadership, Product, Sales, Marketing, and Support teams to align customer success initiatives with broader company objectives. Advocate for customer needs and ensure their voice is heard in strategic discussions.
• Performance Metrics: Establish and track key performance indicators (KPIs) to measure the effectiveness of customer success programs. Use data-driven insights to refine strategies and improve outcomes.
• Innovation and Best Practices: Stay current with industry trends, best practices, and emerging technologies in customer success. Introduce innovative approaches to enhance customer experiences and drive success.
• Customer Health: Develop and implement frameworks to monitor and improve customer health scores. Proactively address potential issues and ensure customers are on track to achieve their goals.

Qualifications:

• Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
• 8+ years of experience in customer success, strategy, or a related field, with at least 3 years in a leadership role.
• Proven track record of developing and executing successful customer success strategies.
• Strong analytical skills with the ability to interpret complex data and make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Demonstrated ability to lead and inspire high-performing teams.
• Experience with Atlassian products and a strong understanding of the software industry is a plus.
• Passion for customer success and a deep commitment to driving customer outcomes.

Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $171,800 - $229,000
Zone B: $154,600 - $206,100
Zone C: $142,600 - $190,100
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
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 .