Senior Customer Success Manager, Pooled

Overview:

Atlassian is looking for a Senior Customer Success Manager(Pooled) for APAC mid-market customers.

At Atlassian, we work with over 300,000 customers worldwide, and these customers typically have complex, large-scale operations and high expectations for their technology investments. Our goal is to unleash the potential of every team through the power of incredible software solutions, delivering exceptional customer impact and ensuring ongoing revenue growth. What makes us unique is our belief in our value of 'play, as a team'. We support each other, celebrate our wins together, and share knowledge.

Our Mid-Market Pooled Customer Success Managers (CSMs) are dedicated to assisting customers in realizing the full potential of their Atlassian investment. As we scale to support a rapidly growing mid-market customer base, we're evolving our engagement model to deliver value at scale. Our Pooled CSMs are at the heart of this transformation—empowering hundreds of customers through proactive, data-driven, and content-rich engagement.

Your responsibilities will include offering recommendations aimed at helping customers harness the full capabilities of Atlassian products and solutions to achieve maximum value and meet their business objectives. You will engage with contacts and teams at varying levels and leveraging a range of methodologies.

Responsibilities:

Your future team

Atlassian is helping fast-growing organisations like Reddit, Roblox, Toast, and Zoom unleash the power of every team through Atlassian solutions.

With a focus on value, we help our customers understand how our apps 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:

• Drive Scalable Engagement: Proactively manage a portfolio of customers through a pooled model, supporting customers at key journey milestones (including onboarding, adoption, and value realization)
• Proactively Guide Customer Journeys: Leverage predictive signals and standardized frameworks to pinpoint key milestones, adoption opportunities, and potential risks, thereby facilitating early and sustained product adoption and success with Atlassian solutions.
• Deliver Value at Scale: Deliver value through 1:many engagements including webinars, office hours, and curated outreach.
• Maintain Solution & Industry Expertise: Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements. igh-level understanding of industry trends, market dynamics, and competitor activities.
• Mitigate Risk: Identify and mitigate churn risks through early risk identification, intervention, escalation, and mitigation in collaboration with internal teams as needed
• Champion Customer Advocacy: Act as the Voice of the Customer, sharing insights and feedback to influence Atlassian's products and services.
• Maintain Operational Excellence: Keep accurate records in Gainsight, adhere to engagement frameworks, and contribute to continuous improvement initiatives.

Qualifications:

Your Background:

• 5-8 years in Customer Success, Product Support, or related SaaS roles, with proven experience managing large customer portfolios in a pooled or scaled model with a complex SaaS product portfolio.
• A customer-centric mindset, with a passion for driving adoption, value realization, and customer satisfaction.
• Demonstrated ability to quickly and effectively build trusted relationships and guide customers to business outcomes through scalable engagement strategies.
• Understanding of common Jira and Confluence end-user use cases and ways of working.
• Experience establishing collaborative relationships across product, sales, support, marketing, and solution partners to facilitate a seamless customer experience.
• Strong organisational and time management skills; ability to manage multiple priorities and engage internal Atlassian stakeholders to expedite client blockers simultaneously.
• Adaptability and a commitment to continuous learning in a dynamic, fast-paced environment.
• Exceptional verbal and written communication skills to provide clients with technical and business updates as needed.
• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.