We're looking for a Senior Enterprise Customer Success Manager, Enterprise to join us.
Atlassian Enterprise Customer Success Managers (CSMs) help customers realize the value of their Atlassian investment. They engage customers to unlock early and sustained outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users.
As an Enterprise CSM, you'll build relationships and demonstrate an understanding of the Atlassian customer journey. You'll be equipped to guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.
You'll use your solution expertise to cut across multiple products and solution practice areas. You'll work with a variety of customer profiles, including executives, administrators, and multi-layered global teams, to support the successful adoption and expansion of their Atlassian solution investment. You will report to the Regional Head of Customer Success.
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Your future team
With over 300,000 customers worldwide, Atlassian is helping organizations like NASA, IBM, Hubspot, Samsung, and Coca-Cola unleash the power of every team through Atlassian Solutions.
With a focus on value, we help our customers understand how our products combine to create enterprise solutions that transform their business's outcomes. We're different from other organisations because we approach everything we do using our value of 'play as a team'.
In this role, you will:
- Develop a trusted advisor relationship with customers, from the 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 Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions
- Manage post-sales activity for your customers through relationship-building, product expertise, and execution
- Understand 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, particularly the Account Associate
- Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers
Your Background
- 5-8 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 smooth 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