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Strategic Customer Success Lead for Enterprise Software

1 month ago

Sydney, New South Wales, Australia Atlassian Full time
About the Role

We are seeking a Strategic Customer Success Lead to join our team at Atlassian. As a trusted advisor, you will work closely with C-suite and executive-level customers to ensure they realize maximum value from our platform.

Key Responsibilities
  • Develop Trusted Advisor Relationships: Foster long-term partnerships with high-value customers, understanding their unique needs and goals.
  • SaaS Business Acumen: Possess in-depth knowledge of SaaS business models and ability to support complex enterprise customer needs.
  • Customer Success Planning: Collaborate with customers and account teams to develop tailored success plans, including regular check-ins and strategic planning sessions.
  • Implementation Expertise: Navigate complex implementation processes, working with multiple partners globally to meet enterprise needs.
  • Product Knowledge: Maintain a deep understanding of our products and solutions, communicating relevant features to customers.
Requirements
  • 8-10+ years: Experience in Customer Success or account management, managing strategic customers with complex SaaS product portfolios.
  • Trusted Advisor: Establish yourself as a trusted advisor with customer partners, guiding outcomes and driving value realization.
  • SUCCESS Plans: Use success plans to align business strategy and identify key metrics for success.
  • Jira and Confluence: Understanding of common Jira and Confluence end-user use cases and ways of working.
  • Collaboration: Work across product, sales, support, and marketing teams to deliver seamless customer experiences.
  • Problem-Solving: Demonstrate strong problem-solving skills and a customer-centric mindset.
  • Tools: Proficiency in Gainsight, Salesforce, and BI tools like Tableau.
About Atlassian

We're a company driven by a shared goal: unleashing the potential of every team. Our software helps teams worldwide, and our solutions cater to various types of work. By joining us, you'll be part of a community that values collaboration and mutual growth.

Estimated Salary:

$120,000 - $180,000 per year, depending on location and experience.