Principal Customer Success Manager, Strategic ID-12437
Overview:
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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Responsibilities:
Atlassian Strategic Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users.
Remote Customer Support, $42/hr, Weekend, No Experience Virtual Assistant, No Degree, $45/hr, Remote, Part-Time Data Entry, $40/hr, Remote, Night Job, No Degree Remote Phone Job, $40/hr, Part-Time, College Student Friendly Phone Support, $45/hr, Remote, No Experience, Evening Job Phone Job, $50/hr, Remote, No Degree, Part-Time, Weekend Customer Support, $42/hr, Remote, Evening, No Experience Remote Moderator, $40/hr, Weekend, No Degree, Part-Time Customer Support, $40/hr, Weekend Job, Remote, No Degree Data Entry, No Degree, $45/hr, Part-Time, Remote Job Live Chat Support, $40/hr, Part-Time, Remote, No Degree Part-Time Data Entry, $40/hr, Remote, College Student Friendly Remote Data Entry, $35/hr, No Experience, Evening/Night Job Phone Support, $45/hr, Remote, No Experience, Evening Job Remote Live Chat, $42/hr, Weekend, No Degree, Part-Time Phone Support, $35/hr, Weekend, Remote, No Experience Data Entry, $40/hr, No Experience, Remote, Weekend Job Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job Customer Support, $50/hr, Night Job, Remote, No Experience Remote Moderator, No Degree, $50/hr, Evening, Weekend Job Virtual Assistant, $40/hr, Remote, No Experience, Evening Remote Data Entry, $40/hr, No Degree, Weekend, Night Job Data Entry, No Experience, $35/hr, Remote, College Student Data Entry, No Experience, $35/hr, Remote, College Student Remote Phone Job, $35/hr, College Student, Night Shift Remote Phone Job, $45/hr, Part-Time, No Degree Required Remote Customer Support, $45/hr, No Experience, Part-Time Remote Customer Support, $45/hr, No Experience, Part-Time Phone Support, Remote, $42/hr, Evening/Night Shift Live Chat Support, $35/hr, Remote, No Experience Required Remote Phone Job, $40/hr, Night Shift, College Student Friendly Remote Virtual Assistant, $40/hr, Evening, Part-Time Job Customer Support, $42/hr, Remote, Part-Time, No Degree Phone Support, Remote, $40/hr, Evening/Night Shift Live Chat Support, $40/hr, Part-Time, Remote, No Degree Phone Job, $35/hr, Remote, No Degree, Part-Time, Weekend Remote Live Chat, $35/hr, College Student, No Experience Customer Support, $35/hr, Night Job, Remote, No Experience Virtual Assistant, $45/hr, Remote, No Experience, Night Job Phone Job, $40/hr, Remote, Night Shift, No Degree Remote Phone Job, $40/hr, Part-Time, College Student Friendly Data Entry, Remote, $42/hr, Evening Job, No Degree Evening Virtual Assistant, Remote, $45/hr, No Experience Data Entry, $35/hr, Night Job, No Degree, Remote Remote Live Chat, $50/hr, Part-Time, Evening/Night Job Remote Data Entry, $40/hr, College Student Friendly, Part-Time Remote Data Entry, $42/hr, Evening/Night Job, No Experience Remote Phone Support, $45/hr, Evening, No Experience Required Phone Support, $40/hr, Remote, No Experience, Evening Job Data Entry, $50/hr, Remote, Evening Job, College Student Live Chat Support, $45/hr, Weekend, Remote, College Student Phone Support, Remote, $50/hr, No Experience, Night Shift Virtual Assistant, Remote, $35/hr, Part-Time, Night Shift Remote Customer Support, $40/hr, No Experience, Part-Time Virtual Assistant, $35/hr, Remote, Part-Time, Evening Job Virtual Assistant, $40/hr, Remote, No Experience, Evening Remote Data Entry, $45/hr, Weekend Job, College Student Remote Customer Support, $40/hr, No Experience, Part-Time Virtual Assistant, $35/hr, Remote, Part-Time, Evening Job Remote Live Chat, $35/hr, Part-Time, Evening/Night Job Remote Phone Job, $42/hr, Part-Time, College Student Friendly Phone Job, $35/hr, Remote, No Degree, Part-Time, Weekend Phone Job, $45/hr, Remote, Night Shift, No Degree Remote Phone Support, $45/hr, Evening, No Experience Required Remote Customer Support, $42/hr, Weekend, No Experience Remote Phone Support, $40/hr, Night Job, College Student Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job Entry Level Phone Job, $40/hr, Remote, No Degree Required Virtual Assistant, $40/hr, Remote, No Degree, Night Job Remote Phone Job, $40/hr, Part-Time, No Degree Required Data Entry, $45/hr, Remote, Evening, No Experience Required Remote Live Chat, $45/hr, College Student, No Experience Phone Support, $40/hr, Remote, No Experience, Evening Job Remote Phone Job, $35/hr, College Student, Night Shift Virtual Assistant, $40/hr, Remote, Weekend, Entry Level Virtual Assistant, No Experience, $42/hr, Remote, Weekend Remote Customer Support, $45/hr, No Experience, Part-Time Virtual Assistant, No Degree, $45/hr, Remote, Part-Time Customer Support, $42/hr, Weekend Job, Remote, No Degree Customer Support, $35/hr, Remote, Evening/Night Job, No Degree Phone Support, Remote, $42/hr, Evening/Night Shift Phone Job, $50/hr, Remote, No Degree, Part-Time, Weekend Remote Phone Job, $40/hr, Part-Time, No Degree Required Virtual Assistant, $35/hr, Part-Time, Remote, Weekend Job Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time Phone Job, $40/hr, Remote, Night Shift, No Degree Remote Phone Job, $40/hr, Part-Time, No Experience Required Evening Virtual Assistant, Remote, $45/hr, No Experience Part-Time Data Entry, $40/hr, Remote, College Student Friendly Remote Moderator, $42/hr, College Student, Weekend Job Phone Job, $40/hr, Remote, Night Shift, No Degree Virtual Assistant, $45/hr, No Experience, Remote, Night Job Remote Phone Job, $40/hr, Night Shift, College Student Friendly Live Chat Support, $50/hr, Remote, No Experience Required Remote Live Chat, $35/hr, College Student, No Experience Virtual Assistant, $42/hr, Remote, Weekend, Entry Level Virtual Assistant, $40/hr, Remote, Weekend, Entry Level Remote Customer Support, $40/hr, Night Job, No Experience Data Entry, $40/hr, Part-Time, Remote, Weekend Job Live Chat Support, $35/hr, Remote, No Experience Required Data Entry, $50/hr, Night Shift, No Degree, Remote Job Virtual Assistant, $50/hr, Evening, Remote, College Student Remote Moderator, $40/hr, Part-Time, Weekend, No Degree Remote Customer Support, $45/hr, Part-Time, College Student Remote Customer Support, $45/hr, No Degree, Evening Job Data Entry, $50/hr, Night Job, No Degree, Remote Remote Moderator, $40/hr, College Student, Weekend Job Remote Phone Job, $40/hr, Part-Time, College Student FriendlyAs a Strategic CSM, youll build relationships and demonstrate an understanding of the Atlassian customer journey. Youll 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. Youll 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.
To help our teams work together, you will be fully remote, but requires you to work CEST Time Zone hours. You will report to the Regional Head of Customer Success.
Your future team
With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, Hubspot, Samsung and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team.
With a focus on value, we help our customers understand how our products combine to create enterprise solutions that transform their businesss outcomes. Were different from other organisations because we approach everything we do using our value of play as a team'. We support each other, celebrate our wins together and share knowledge. Our employees work with Atlassian, not for Atlassian.
Our team enjoys high earnings potential with the enterprise opportunity ahead of us, selling impactful products that lead cloud and artificial intelligence use.
In this role, you will:
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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.
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Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams.
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Guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions.
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Experience navigating complex implementation processes with multiple partners globally to meet complex enterprise needs.
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Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
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Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions.
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Develop and execute adoption strategies targeting high value accounts, driving change management, and expanding customer footprint.
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Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your account team and in particular the Account Associate.
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Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Strategic customers.
Your background:
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8-10+ years of experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.
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Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
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Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
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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.
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Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience.
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Experience balancing a book of business in a customer-facing environment.
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Problem-solving skills and a customer-centric mindset.
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Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau.
Qualifications:
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: $171,800 - $229,000
Zone B: $154,600 - $206,100
Zone C: $142,600 - $190,100
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.
Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
