Customer Success Manager, Mid Market

Summary

Atlassian develops collaboration software that helps teams work together and achieve their goals. The Customer Success Manager, Mid Market will guide customers toward value realization, product adoption, solution expansion, and long-term growth through proactive engagement, strategic planning, and post-sales relationship management.

Responsibilities

• 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

Skills

• Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes
• 3-7 years in Customer Success or account management with a track record managing Enterprise 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 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

Qualifications

Must Haves

• Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes
• 3-7 years in Customer Success or account management with a track record managing Enterprise 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 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

Benefits

• Atlassians can choose where they work – whether in an office, from home, or a combination of the two.
• Health and wellbeing resources
• Paid volunteer days
• This role may also be eligible for benefits, bonuses, commissions, and equity.