Manager, Customer Success, Enterprise - DACH (German Speaking)

Sales | Munich, Germany | Remote, Germany | Remote, UK | London, United Kingdom



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.

This is a remote position, as part of a distributed team. To help our teams work together effectively we're looking for someone based in Germany or the UK.

Atlassian is looking for an EMEA Manager, on our Enterprise Customer Success Management Team.

This role is dedicated to assisting their team and customers in realizing value and the full potential of their Atlassian investment. You will guide this team to unlock early and sustained outcomes by implementing agile product delivery methodologies, optimizing developer tools automation, encouraging new teamwork communities, and enhancing IT services.

Your future team

With over 300,000 customers worldwide, Atlassian is helping organizations like NASA, IBM, Hubspot, Samsung and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team.

• Manage a team of Enterprise Customer Success Managers who work to delight our customers each and every day.
• Balance the needs of our customers, our business and our teams to deliver superior outcomes in each area.
• Guide team in monitoring customer health and identify opportunities to improve customer satisfaction and retention.
• Communicate with decision makers to gain an understanding of their unique perspectives and priorities to create and expand relationships.
• Collaborate with leadership across matrixed account team across geographies, getting teams aligned and working toward the same goals.
• Analyze customer insights, prioritize feedback, product data and market trends to identify opportunities for improvement in collaboration with product teams.
• Provide mentorship an coaching to the team to help them develop their skills and achieve their individual targets while conducting regular performance feedback and evaluations.
• Hire, and onboard new members of the Enterprise Customer Success team to support business growth goals.
• Contribute to annual and quarterly planning including delivering on company mission.

• Proven experience in Customer Success, Professional Services or Account Management; with sufficient experience in High Touch/Named GTM leadership.
• Documented track record of working with large complex customers in a multi-product environment.
• Demonstrated ability to deliver against both customer and business outcomes. Experience in driving usage based consumption is preferred.
• Track record of using Success Plans and Business Reviews to ensure goals are aligned from a business strategy perspective and success metrics are identified.
• Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience.
• Problem-solving skills and a customer-centric mindset.
• 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.
• Fluent in German and English
• Experience with Gainsight is preferred.