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.

　　Your future team 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.

　　Our Customer Success Managers are a globally distributed team of Atlassian solution advocates who are passionate about enabling and accelerating customer success. As a part of the team, you'll engage with customer organizations to help them deliver an impactful solution to their users. CSMs are the trusted point of contact whom customers can rely on to help them get the most out of Atlassian products and attain their ideal solution for team collaboration. At Atlassian, you'll have a direct impact on millions of users, fast! You won't get frustrated with bureaucracy or slow decision-making, because we encourage innovative thinking. We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be extraordinary.

　　The role

　　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.

　　In this role, you will:

　　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

　　Your background:

　　6-8+ years in Customer Success or related field within an Enterprise software company2-4+ years of people management experienceDemonstrated 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 leadersComfort in developing reporting strategy, processes, and metrics managementAnalytical skills to identify and articulate themes from customer dataExperience working with adoption tracking tools like GainsightStrong written and verbal communication skills, including executive-level reporting and presentationsAbility to manage up and down within an organization and call out items quickly when experiencing roadblocksExperience working on sophisticated cross-functional projectsExperience in influencing and navigating decision-makers across matrixed organizational systemsDemonstrated ability to manage conflict and work through and gain alignment when presented with unclear expectations, roles, and/or team dynamicsExperience helping an organization adopt an Atlassian product or similarCustomer interview skills with the ability to dig deep into root causes and needsConfidence and motivation to creatively seek issues

　　If you have these skills, even better:

　　Done amazing things with DevOps or IT teamsSalesforce experienceTableau or related data visualization experience

　　Compensation At Atlassian, we tie our base pay ranges to role and level. In the United States, that means your base pay ranges will fall into one of three geographic pay zones depending on your location.

　　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

　　Within each range, base pay is ultimately determined based on your skills, expertise, and experience. This role may also be eligible for benefits, bonuses, commissions, and/or 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/perksandbenefitsto 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.

　　To learn more about our culture and hiring process, visit go.atlassian.com/crh.