Customer Success Manager, Onboarding

Job Overview

JOB DETAILS

REQUIREMENTS

• 5+ years in Customer Success, Account Management, 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 organizational and time management skills; ability to manage multiple priorities and engagements simultaneously.

• Adaptability and a commitment to continuous learning in a dynamic, fast-paced environment.

• Exceptional verbal and written communication skills.

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

RESPONSIBILITIES

• 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.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

#CrossChannelJobs#JobSearch
#CareerOpportunities#HiringNow
#Employment#JobOpenings
#JobSeekers
FacebookLinkedIn