Atlassian Customer Success Managers (CSMs) strive to help customers realize value from their Atlassian investment. They engage customers to unlock early and sustained business outcomes. This is done by establishing yourself as a trusted resource for key customer stakeholders and proactively engaging to unlock early and sustained product adoption and success with Atlassian Solutions - whether the customer is developing an Agile product delivery methodology, optimizing Developer Tools automation, building new teamwork communities, or improving IT services.

In this role, you'll cut across multiple products and solution areas. You’ll interact with a variety of customer profiles to support the successful adoption and expansion of their Atlassian solution investment. CSMs also serve as the voice of the customer throughout Atlassian, ensuring valuable feedback and insights are shared.

• As an Enterprise Customer Success Manager, you will develop a trusted advisor relationship with customers (C-suite) helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle

• You’ll work closely with the entire account team to develop a joint success plan with your customers to ensure goals are aligned from a business strategy perspective and success metrics are identified

• You’ll manage post-sales activity for your customers through strong relationship-building, product knowledge, planning, and execution

• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements

• Proactively 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.

• Function as the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers

• 4 years in Customer Success or account management supporting Enterprise customers with a complex SaaS product portfolio

• Proven ability to establish yourself as a trusted advisor with customer stakeholders to drive business outcomes

• Experience leveraging 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

• Experience with one of the following: agile ways of working, project management, DevOps and automation, or IT service management

• Ability to build collaborative relationships internally across product, sales, support and marketing to facilitate a seamless customer experience

• Rock-solid work and time management in a customer-facing environment

• Familiarity with Gainsight (or similar), Salesforce and BI tools such as Tableau