Customer Success Manager, Mid-Market

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.
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.
Your future team
With over 300,000 customers worldwide, Atlassian is helping organizations, large and small, unleash the power of every team in every industry with Atlassian Solutions.
With a focus on value, we help our customers understand how our products combine to create enterprise solutions that transform their business's outcomes. We're different from other organizations because we approach everything we do using our value of 'play as a team'.
Scope of the role includes

• 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.
• 3-7 years in Customer Success or account management with a track record managing Enterprise-level 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 and/or Service Management end-user use cases and ways of working, with an ability to demonstrate those use cases, and understanding of configuration trade-offs.
• Experience making customers feel valued through quality service internally across product, sales, support and marketing to facilitate a seamless customer experience
• Experience balancing a book of business in a customer-facing environment.
• Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau

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: $118,800 - $155,100
Zone B: $107,100 - $139,825
Zone C: $98,100 - $128,075
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.
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 .