Strategic Customer Success Manager
Key Role: Drive customer success by developing strategic plans, building trusted advisor relationships and unlocking early and sustained product adoption.
At Atlassian, we're seeking a Strategic Customer Success Manager to help our customers realize the value in their Atlassian investment. As a key member of our team, you'll be responsible for driving customer success through proactive and programmatic customer engagement and best practices.
This role requires building strong relationships with customers at the C-suite and executive level, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You'll work closely with a variety of customer profiles, including C-Level contacts, executives, and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment.
The ideal candidate will have 8-10+ years of experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio. You'll need to maintain an understanding of our products and solutions, speaking with customers about the most relevant features for their specific requirements.
* Developing customer success plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions.
* Navigating complex implementation processes with multiple partners globally to meet complex enterprise needs.
* Maintaining an understanding of our products and solutions and speaking with customers about the most relevant features for their specific requirements.
* Engaging with customers to unlock early and sustained product adoption and success with Atlassian Solutions.
* Mitigating churn through early risk identification, intervention, escalation and mitigation in partnership with your account team and in particular the Account Associate.
Qualifications include:
* 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.
* 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.