his Customer Success Team Manager role will build and help evolve our Customer Success program to scale across all customers. This person manages a team of Customer Success Managers that partner with strategic cloud customers to unlock value quickly and meet their business objectives. In this role, you are responsible for the management of the team, hitting our team OKRs of adoption and expansion, defining operational processes, building strong cross-functional relationships, and mentoring team members to exceed their goals.

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate’s skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $145,000 – $193,400

Zone B: $130,500 – $174,000

Zone C: $120,400 – $160,500

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

 

  • Proactively guide the team across their portfolio of customers to unlock early and sustained product adoption and success with Atlassian Solutions
  • Review and coach performance of the CSM activity in customer accounts
  • Identify opportunities and risks across the team and customers
  • Support escalations from team members
  • Drive best practices and consistency in the quality of customer engagements across the team
  • Develop new ways of working within the team and with customers
  • Inspect and adapt practices based on data
  • Ensure reflection and iteration on team practices
  • Invest in learning and thought leadership in the practice areas and craft of CSM
  • Drive collaboration and outcomes across Atlassian teams to better serve customers and team members
  • Support reporting and data delivery from CSM to other parts of the business
  • Develop collaborative programs and partnerships with other teams
  • Build strong team members and a flexible CSI organization
  • Mentor and develop the capabilities of CSMs with success and growth planning
  • Talent acquisition and onboarding
  • Contribute to annual and quarterly planning
  • Deliver on the team and company mission and objectives
  • Drive team OKRs
  • Develop and support strategic initiatives within the team and across the business
  • Provide clarity, and priority to support the team’s focus and execution

 

 

  • 8+ years in Customer Success or related field within an Enterprise SaaS company
  • 3+ years of people management experience, including experience hiring and managing high-performing teams in a remote environment
  • Proven track record of establishing and cultivating relationships with key stakeholders in your customer organizations
  • Experience coaching your team to leverage frameworks such as success planning to drive adoption, minimize customer time to value, and reduce churn
  • Demonstrated experience building Customer Success strategies within a Cloud environment, including low and high-touch engagement models
  • Proven track record in taking customer insights from the field to inspire changes in the business, including influencing cross-functional teams and leaders
  • Demonstrated ability to manage conflict and work through and gain alignment when presented with unclear expectations, roles, and/or team dynamics
  • Strong written and verbal communication skills, including executive-level reporting and presentations
  • Comfort in developing reporting strategy, processes, and metrics management
  • Experience with industry tools such as Gainsight, Salesforce, Tableau
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