Manager, Customer Success
Location: Remote - US only
Job Type: Full time
Atlassian Customer Success strives to help customers realize the value in their Atlassian investment. We engage customers to unlock early and sustained business outcomes. As a manager in Customer Success, you manage a team of Customer Success Managers (Associate to Senior) to execute the overall team vision. This means driving successful product adoption, customer engagement, and growth of the customers' Atlassian solutions.
This 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.
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.
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