Customer Success Manager, Enterprise

Atlassian
London, United Kingdom
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Trusted advisor","Customer-focused","Proactive risk identification","Cross-functional collaboration","Relationship building"]

Own post-sales customer relationships for Enterprise accounts, helping customers realize value from their Atlassian investment across the customer lifecycle. Build trusted advisor relationships with executives and global teams, develop Customer Success Plans with QBRs/check-ins, and guide adoption and expansion using Atlassian product expertise. Proactively mitigate churn through risk identification and collaboration with account teams, while acting as the Voice of the Customer to improve internal feedback loops.

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FursaFursa
Atlassian
Atlassian
1 day ago

Customer Success Manager, Enterprise

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own post-sales customer relationships for Enterprise accounts, helping customers realize value from their Atlassian investment across the customer lifecycle. Build trusted advisor relationships with executives and global teams, develop Customer Success Plans with QBRs/check-ins, and guide adoption and expansion using Atlassian product expertise. Proactively mitigate churn through risk identification and collaboration with account teams, while acting as the Voice of the Customer to improve internal feedback loops.
Location: London, United Kingdom
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Develop trusted advisor relationships with customers from C-Suite to executives and global teams to maximize value throughout the customer lifecycle.
  • •Collaborate with customers and the Atlassian Account Team to build Customer Success Plans, including regular check-ins and QBRs.
  • •Manage post-sales activities through relationship-building, product expertise, and execution.
  • •Maintain product and solution knowledge and speak with customers about relevant features for their requirements.
  • •Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with the account team.

Pay and Benefits

Perks:Wellness StipendPaid Volunteer

Key Requirements

  • •Proven years in Customer Success or account management, managing Enterprise customers with a complex SaaS portfolio.
  • •Experience acting as a trusted advisor and guiding customer outcomes.
  • •Experience using Success Plans to align goals and define success metrics.
  • •Understanding of common Jira and Confluence end-user use cases, including how to demonstrate them and trade-offs in configuration.
  • •Experience with Gainsight (or similar), Salesforce, and BI tools such as Tableau.
Experience:SaaS
Skills:Trusted advisorCustomer-focusedProactive risk identificationCross-functional collaborationRelationship building
Languages:FrenchSpanishItalianGerman
Tech Stack:JiraConfluenceGainsightSalesforceTableauBI tools

Company Brief

Atlassian
Atlassian develops collaboration and workflow software—Jira, Confluence, Trello, Loom and more—used by teams for project management, software development, and IT service management across enterprises worldwide.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Sydney, Australia
Founded: 2002
Glassdoor
Glassdoor: 3.1
WebsiteLinkedInGlassdoor