Customer Success - Cloud Team Manager

Last updated one month ago
Location:Remote -
Job Type:Full Time

Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, every Atlassian will have the choice to work from an office or from home.

We're looking for an experienced leader to mature our Atlassian Cloud Customer Success program, mentor our team to reach its fullest potential, and champion initiatives that bring Atlassian's core value of "Don’t #@!% the customer" to life throughout the organization. If you are passionate about Customer Success and the power of teamwork, then we need you!

This Customer Success Team Manager role will build and evolve our CS program to support Enterprise Cloud customers. This candidate will manage a team of Customer Success Managers that partner with strategic customers to unlock value quickly and meet their business objectives with our Jira, Confluence, and Access products. In this role, the Team Manager will be responsible for the overall direction of the program, hitting our team OKRs of retention and adoption, defining operational processes, building strong cross-functional relationships, and mentoring a newly developed team to exceed their goals.

Your first order of business will be to get to know our Customer Success program to date - the successes, the insights, the opportunities, and, of course, the people! Next, you will be trained on our core tools and processes, then given the space to start leading both our operational and business-critical initiatives. Finally, once you're in the swing of guiding both business as usual as well as longer-term projects, you'll begin representing CS to other cross-functional leaders, groundbreaking efforts to improve team efficacy and efficiency, and mentoring team members to meet their personal growth goals.

As a Team Manager, you'll be responsible for:

  • Contributing to strategy and operational management of the Customer Success teams
  • Process and workflow development, including but not limited to customer research and discovery, engagement SOPs, reporting, and customer concerns
  • Supporting and managing Enterprise customer concerns to quickly resolve customer issues and blockers
  • An ongoing partnership with cross-functional teams in Product, Sales, Channel, Technical Support, Marketing, and Customer Programs
  • Communicating customer trends and feedback to internal teams to drive improvements to, or highlight gaps in documentation, positive/negative impacts of concurrent initiatives, and more
  • OKRs and leading indicators for your line of business
  • Staff allocation management and headcount planning
  • Customer Success Manager performance assessments
  • Brainstorming and developing strategic recommendations for how to improve the overall post-sales experience for our customers

On your first day, we'll expect you to have:

  • 6-8+ years in a Customer Success or related field within an Enterprise software company
  • 2-4+ years of people management experience
  • Demonstrated experience building Customer Success strategies within a Cloud environment, including low and high touch engagement models
  • Proven track record to take customer insights from the field to inspire changes to the business, including influencing cross-functional teams and leaders
  • Comfort in developing reporting strategy, processes, and metrics management
  • Analytical skills to identify and articulate themes from customer data
  • Experience working with adoption tracking tools like Gainsight and Pendo
  • Strong project management skills and ability to be self-sufficient for up to weeks at a time
  • Strong written and verbal communication skills, including executive-level reporting and presentations
  • Ability to manage up and down within an organization and call out items quickly when experiencing roadblocks
  • Experience working on sophisticated cross-functional projects
  • Experience in influencing and navigating decision-makers across matrixed organizational systems
  • Demonstrated ability to manage conflict and work through and gain alignment when presented with unclear expectations, roles, and/or team dynamics
  • Experience helping an organization adopt an Atlassian product or similar
  • Customer interview skills with the ability to dig deep into root causes and needs
  • Confidence and motivation to creatively seek issues

It's great, but not required if you have:

  • Done amazing things with DevOps or IT teams
  • Salesforce experience
  • Tableau experience
More about our team

Atlassian Customer Success partners with our customers to help them achieve their goals with our products through engagement during the critical early phases of onboarding and adoption. Mitigating risk when customers encounter obstacles on their journey, evangelizing standard methodologies, and delivering insights to our core business are at the heart of what we do. The Data Center-focused segment of our team works with Enterprise customers deploying new DC licenses through a combination of high-touch and smart-touch outreach.

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We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.

Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.