Customer Success Manager, Cloud

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.

Are you an expert Customer Success Manager in search of something new? As a Customer Success Manager for Cloud, you will be responsible for maintaining key relationships with our post-sale Enterprise Cloud customers. Following their purchase, you’ll meet regularly with customers to better understand their business needs, and how Jira, Confluence and other Atlassian products can help them achieve their goals so they are consistently recognizing value from the platform. You’ll serve as an internal liaison and voice of the customer to bring feedback to the Atlassian product teams around enhancements, defects, and the overall customer experience. You’ll be responsible for monitoring your customer's health and creating success plans to further contribute and drive adoption, all while keeping the larger account team of sales and services team members informed.

More about you

You are passionate about the success of your customers, the value they receive from the solution you helped create, and you enjoy building strong partnerships. You are as comfortable listening to customer feedback as you are providing the feedback to your product team. You consume information, provide solutions based on your expertise, and truly find happiness in helping people. You strive to improve the customer success practice through self-study, elevating industry standards, metric analysis, and customer feedback. You are focused on improving broader customer experience and having a visible global impact on processes, products, and teams.

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

  • 5+ years of relevant experience within SaaS companies
  • 2+ years of Enterprise Customer Success Management
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
  • Experience helping an organization adopt an Atlassian product or similar
  • Experience in communicating with a technical audience
  • Experience in handling high visibility escalations.
  • Demonstrated ability to take customer insights from the field and inspire changes to the business
  • Customer interview skills with shown ability to dig deep into root causes
  • Analytical skills to identify and articulate themes from customer data
  • Experience working on cross-functional projects, engaging closely with Sales, Product and other teams
  • Project management skills; Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
  • Confidence and motivation to creatively tackle problems, self-learn and pivot quickly

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

  • Atlassian product experience with Jira Software, Jira Service Desk, Confluence, BitBucket, or Access
  • Experience helping organizations implement and scale Agile principles
  • Experience working with DevOps or IT teams
  • Salesforce and Tableau experience
  • Able to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress, and next steps
  • Experience in technical support, software services, and/or system administration for a large end-user community
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 new elevated practices and delivering insights to the business are at the heart of what we do.
Atlassian. Powered by You.

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.