Customer Success Manager

Working at Atlassian

Atlassians can choose where they work whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

Atlassian is looking for an Enterprise Customer Success Manager

Atlassian Enterprise Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users. They are strategic partners who connect adoption to measurable business value, helping customers understand not only how to use Atlassian, but how to transform the way their teams work.

As an Enterprise CSM, you'll build relationships and demonstrate an understanding of the Atlassian customer journey, guiding complex customers over their hurdles through proactive and programmatic engagement. You will bring a strong point of view, create urgency around the outcomes that matter, and constructively challenge customers to rethink how their workflows can evolve especially as AI changes the way teams operate.

You'll use your solution expertise to cut across multiple products and solution practice areas. You'll work with a variety of customer profiles including executives, administrators and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment. You will be expected to develop technical fluency across Atlassian's platform and AI capabilities, translate complex concepts into practical business outcomes, and engage the right technical and specialist partners when deeper expertise is required.

Your future team

With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, Hubspot, Samsung and Coca-Cola unleash the power of every team through Atlassian Solutions.

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

• Develop a trusted advisor relationship with customers from C-Suite, to executives and global teams, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. Command the conversation with credibility, create momentum, and establish the urgency required to turn strategic intent into customer action.
• Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes.
• Collaborate with the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions. Anchor plans in measurable business outcomes, adoption signals, and value realization not activity or product usage alone.
• Manage post-sales activity for your customers through relationship-building, product expertise and execution.
• Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements. Build and maintain practical technical fluency across Atlassian solutions, including AI capabilities, integrations, administration, governance, and configuration trade-offs.
• Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions. Treat adoption as the path to value realization: help customers activate the right capabilities, change behaviors, and demonstrate the outcomes achieved.
• Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your seasoned account team and in particular the Account Associate. Use data and customer signals to prioritize action, and be resourceful and scrappy in removing blockers when the path forward is unclear.
• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers.

• 5-8 years in Customer Success or account management with a track record managing Enterprise customers with a complex SaaS product portfolio. Experience leading strategic, multi-stakeholder engagements and influencing outcomes without direct authority.
• 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. Demonstrated ability to quantify value, connect adoption to business outcomes, and use data to guide prioritization and executive conversations.
• Understanding of common Jira and Confluence end-user use cases and ways of working, with an ability to demonstrate those use cases, and understanding of configuration trade-offs. Technical fluency in SaaS platforms, workflows, integrations, data, governance, and AI-enabled use cases; able to facilitate discovery and challenge customers to reimagine how work gets done.
• Experience making customers feel valued through quality service internally across product, sales, support and marketing to facilitate a seamless customer experience. Proven ability to orchestrate cross-functional teams, navigate ambiguity, and reprioritize quickly as customer needs and business priorities change.
• Experience balancing a book of business in a customer-facing environment.
• Fluency with AI concepts and emerging AI-enabled ways of working, with the curiosity and judgment to help customers identify high-value use cases, challenge legacy processes, and translate experimentation into measurable outcomes.
• A compelling executive presence with the ability to communicate a clear point of view, create urgency, and motivate customers and internal stakeholders to act.
• A scrappy, resourceful approach: comfortable operating with imperfect information, adapting priorities, and finding creative paths through ambiguity to deliver customer value.
• Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau