Customer Success Manager, Onboarding

Overview

Working at Atlassian

Atlassians have flexibility in 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, as part of being a distributed-first company.

To help our teams work together effectively, this role is fully remote, but requires you to be located in AMER.

Atlassian is looking for a Customer Success Manager focused on Onboarding customers onto net new products or expanding product usage.

Atlassian Customer Success Managers strive to help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained business 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 and demonstrate a deep understanding of the Atlassian customer journey. You’ll be equipped to guide customers over their hurdles, delivering value through proactive and programmatic customer engagement and best practices – whether the customer is establishing an agile product delivery methodology, optimizing developer tool automation, building new teamwork communities, or improving IT services.

In this role, you'll cut across multiple products and solution practice areas. You’ll interact with a variety of customer profiles to support the successful adoption and expansion of their Atlassian solution investment.

Your future team

With over 250,000 customers worldwide, Atlassian is helping organizations like NASA, IBM, Hubspot, Samsung and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team.

Our team enjoys high earnings potential with the enterprise white space opportunity ahead of us, selling impactful products that are at the forefront of cloud and artificial intelligence utilization.

Responsibilities

What You’ll Do:

• Develop trusted advisor relationships with customers from C-Suite to global teams, ensuring they receive maximum value from our solutions throughout their lifecycle

• Guide customers through the onboarding phase, focusing on change management, communication planning, and technical enablement

• Manage post-sales activity for your customers through relationship-building, product expertise, and execution

• Maintain a deep understanding of Atlassian products and solutions, articulating the most relevant features for each customer’s requirements

• Drive early and sustained product adoption and success with Atlassian Solutions

• Serve as the Voice of the Customer, providing internal feedback to improve Atlassian’s enterprise offerings

• Collaborate across sales, migrations, support, and account teams to ensure a seamless onboarding experience

Qualifications

Your Background:

• 8 years in Customer Success with a track record managing large customers with a complex SaaS product portfolio

• Experience focusing on driving adoption during the customer onboarding phase (i.e. first 90 days)

• Built and launched net-new customer journey programs from the ground up, defining success metrics, testing and iterating to optimize performance in a fast-paced, startup-like environment

• Experience building programs and processes for onboarding journey with clear success criteria

• High level of technical and solution expertise, including:

  • Understanding of common Loom, Jira and Confluence end-user use cases and configuration trade-offs

  • Experience with software implementation processes

  • Familiarity with agile ways of working, project management, DevOps and automation, or IT service management

• Ability to work with a variety of customer profiles, including executives, administrators, and multi-layered global teams

• Experience delivering quality service and collaborating internally across product, sales, support, and marketing

• Proven ability to balance 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: $148,500 - $193,875Zone B: $133,200 - $173,900Zone C: $123,300 - 160,975

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 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.