Senior Customer Success Manager (Japanese Speaking)

Atlassian's Senior Customer Success Managers play a crucial role in helping customers maximize the value of their Atlassian investments. Their primary focus is on strategies that promote customer adoption and retention. Additionally, they are tasked with building and nurturing customer relationships, monitoring customer health, and identifying potential churn risks.

These professionals guide customers in developing innovative solutions through a process of guided discovery, enabling them to progress swiftly along their Atlassian journey. By engaging with customers, they facilitate the unlocking of both immediate and sustained outcomes. They achieve this by implementing best practices at scale, which support product adoption, solution expansion, and the long-term growth of customer users.

We are hiring a Senior Customer Success Manager for the Japan Customer Success team. You'll build relationships and demonstrate an understanding of the Atlassian customer journey. You'll be equipped to guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.
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 C-Level contacts, executives, and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment.

• Develop a trusted advisor relationship 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.
• Lead the Customer Success team in Japan as a Senior member.
• Coach, mentor, and hire staff, supporting their onboarding and growth.
• Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams.
• Guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions.
• Experience navigating complex implementation processes with multiple partners globally to meet complex enterprise needs.
• Understand our products and solutions and speak with customers about the most relevant features for their specific requirements.
• Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions.
• Develop and execute adoption strategies targeting high-value accounts, driving change management, and expanding customer footprint.
• Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with your account team, particularly the Account Associate.
• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Strategic customers.

• 8-10+ years of experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.
• Fluent in both English and Japanese.
• Experience leading a service portfolio, teams, mentoring, and developing others.
• 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.
• Understanding of common Jira and Confluence end-user use cases and ways of working, with the ability to demonstrate those use cases and understanding of configuration trade-offs.
• Collaborate internally across product, sales, support, and marketing to facilitate a smooth customer experience.
• Experience balancing a book of business in a customer-facing environment.
• Problem-solving skills and a customer-centric mindset.
• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

• C-suiteおよびエグゼクティブレベルの顧客と信頼できるアドバイザー関係を構築し、プラットフォームでの成功を支援し、ライフサイクル全体を通じてソリューションから最大の価値を得られるようにします。
• 日本のカスタマーサクセスチームをリードします。
• スタッフのコーチング、メンタリング、採用を行い、オンボーディングと成長をサポートします。
• SaaSビジネスモデルの経験と、グローバルチーム全体での価値実現をもたらす戦略的かつ複雑な企業顧客のニーズをサポートする能力。
• 顧客とアトラシアンアカウントチームをガイドし、定期的なチェックイン、QBR（四半期ごとのビジネスレビュー）、戦略的計画セッションを含むカスタマーサクセスプランを開発します。
• 複数のパートナーとグローバルに複雑な実装プロセスをナビゲートする経験。
• 私たちの製品とソリューションを理解し、顧客の特定の要件に最も関連する機能について話すことができる。
• 顧客と関わり、アトラシアンソリューションの早期かつ持続的な製品採用と成功を引き出します。
• 高価値アカウントを対象とした採用戦略を開発および実行し、変革管理を推進し、顧客の足跡を拡大します。
• アカウントチーム、特にアカウントアソシエイトとのパートナーシップで、早期のリスク特定、介入、エスカレーション、緩和を通じてチャーンを軽減します。
• アトラシアンが戦略的顧客にどのようにより良いサービスを提供できるかについての内部フィードバックを提供するために、顧客の声となります。

• カスタマーサクセスまたはアカウント管理で8-10年以上の経験があり、複雑なSaaS製品ポートフォリオを持つ戦略的顧客を管理した実績。
• 英語と日本語の両方に堪能。
• サービスポートフォリオ、チームのリード、メンタリング、他者の育成の経験。
• 顧客パートナーと信頼できるアドバイザーとしての地位を確立し、成果を導く経験。
• ビジネス戦略の観点から目標が整合され、成功指標が特定されていることを保証するためのサクセスプランの使用経験。
• 一般的なJiraおよびConfluenceのエンドユーザーのユースケースと作業方法を理解し、それらのユースケースを実証し、構成のトレードオフを理解する能力。
• 製品、販売、サポート、マーケティング全体で内部的に協力し、スムーズな顧客体験を促進します。
• 顧客対応環境でのビジネスのバランスを取る経験。
• 問題解決スキルと顧客中心のマインドセット。
• Gainsight（または同様のCRMツール）、Salesforce、およびTableauなどのBIツールの経験。