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.

　　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.

　　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 SolutionsReview and coach performance of the CSM activity in customer accountsIdentify opportunities and risks across the team and customersSupport escalations from team membersDrive best practices and consistency in the quality of customer engagements across the teamDevelop new ways of working within the team and with customersInspect and adapt practices based on dataEnsure reflection and iteration on team practicesInvest in learning and thought leadership in the practice areas and craft of CSMDrive collaboration and outcomes across Atlassian teams to better serve customers and team membersSupport reporting and data delivery from CSM to other parts of the businessDevelop collaborative programs and partnerships with other teamsBuild strong team members and a flexible CSI organizationMentor and develop the capabilities of CSMs with success and growth planningTalent acquisition and onboardingContribute to annual and quarterly planningDeliver on the team and company mission and objectivesDrive team OKRsDevelop and support strategic initiatives within the team and across the businessProvide clarity, and priority to support the team's focus and execution

　　8+ years in Customer Success or related field within an Enterprise SaaS company3+ years of people management experience, including experience hiring and managing high-performing teams in a remote environmentProven track record of establishing and cultivating relationships with key stakeholders in your customer organizationsExperience coaching your team to leverage frameworks such as success planning to drive adoption, minimize customer time to value, and reduce churnDemonstrated experience building Customer Success strategies within a Cloud environment, including low and high-touch engagement modelsProven track record in taking customer insights from the field to inspire changes in the business, including influencing cross-functional teams and leadersDemonstrated ability to manage conflict and work through and gain alignment when presented with unclear expectations, roles, and/or team dynamicsStrong written and verbal communication skills, including executive-level reporting and presentationsComfort in developing reporting strategy, processes, and metrics managementExperience with industry tools such as Gainsight, Salesforce, Tableau