Strategic Customer Success Manager
4 weeks ago
We are seeking a highly skilled Strategic Customer Success Manager to join our team at Atlassian. As a Strategic Customer Success Manager, you will play a critical role in helping our customers realize the value of our products and solutions.
Key Responsibilities- Develop and maintain trusted advisor relationships with customers at the C-suite and executive level.
- Guide customers through the adoption and expansion of our solutions, ensuring they receive maximum value throughout their lifecycle.
- Collaborate with internal teams to develop and execute customer success plans, including regular check-ins, QBRs, and strategic planning sessions.
- Maintain a deep understanding of our products and solutions, and communicate their value to customers.
- Engage with customers to unlock early and sustained product adoption and success.
- Develop and execute adoption strategies targeting high-value accounts, driving change management and expanding customer footprint.
- Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with the account team.
- 8-10+ years of experience in Customer Success or account management with a track record managing strategic 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 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.
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.
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