Manager, Enterprise Customer Success

Overview

Working at Atlassian

Atlassians can choose 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, a part of being a distributed-first company.

Responsibilities

Atlassian is looking for a Manager, Enterprise Customer Success Management Team.

The Manager, Enterprise Customer Success Management is dedicated to assisting their team and customers in realizing value and the full potential of their Atlassian investment. You will guide this team to unlock early and sustained outcomes by implementing agile product delivery methodologies, optimizing developer tools automation, encouraging new teamwork communities, and enhancing IT services.

Your future team

With over 300,000 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.

We help our customers understand how our products combine to create enterprise solutions that transform their business's outcomes. Our team enjoys high earnings potential with the enterprise opportunity ahead of us, selling impactful products that lead cloud and artificial intelligence use.

In this role you will:

• Manage a team of Enterprise Customer Success Managers to set and achieve OKRs and and targets.

• Apply solution expertise and remain informed on varying needs across global units.

• Guide team in monitoring customer health, support customer escalations, and identify opportunities to improve customer satisfaction and retention.

• Experience communicating with decision makers, understanding of their unique perspectives and priorities to create and expand relationships.

• Advanced in guiding and collaborating with leadership across matrixed account team across geographies, getting teams aligned and working toward the same goals.

• Analyze customer insights, prioritize feedback, product data and market trends to identify opportunities for improvement in collaboration with product teams.

• Provide mentorship an coaching to the team to help them develop their skills and achieve their individual targets while conducting regular performance feedback and evaluations.

• Hire, and onboard new members of the Enterprise Customer Success team to support business growth goals.

• Contribute to annual and quarterly planning including delivering on company mission.

• Provide regular updates and reports on team performance to senior management.

Your Background:

• 7-9+ years experience in Customer Success; 3-5+ years of field Customer Success leadership, with Enterprise Customer Success Management Experience.

• 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 ability to demonstrate those use cases, and understanding of configuration trade-offs.

• Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience.

• Experience balancing a book of business in a customer-facing environment.

• Problem-solving skills and a customer-centric mindset.

• Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau.

Qualifications

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: $145,600 - $194,100

Zone B: $131,000 - $174,700

Zone C: $120,800 - $161,100

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 variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.

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.