Atlassian
Atlassian's software powers teams in every industry to collaborate, ideate, and innovate.
Austin, TX

Manager, Customer Success, Cloud

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Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.

We're looking for an experienced leader to mature our Atlassian Cloud Customer Success program, mentor our team to reach its fullest potential, and champion initiatives that bring Atlassian's core value of "Don’t #@!% the customer" to life throughout the organization. If you are passionate about Customer Success and the power of teamwork, then we need you!

This Customer Success Team Manager role will build and evolve our CS program to support Enterprise Cloud customers. This candidate will manage a team of Customer Success Managers that partner with strategic customers to unlock value quickly and meet their business objectives with our Jira, Confluence, and Access products. In this role, the Team Manager will be responsible for the overall direction of the program, hitting our team OKRs of retention and adoption, defining operational processes, building strong cross-functional relationships, and mentoring a newly developed team to exceed their goals.

Your first order of business will be to get to know our Customer Success program to date - the successes, the insights, the opportunities, and, of course, the people! Next, you will be trained on our core tools and processes, then given the space to start leading both our operational and business-critical initiatives. Finally, once you're in the swing of guiding both business as usual as well as longer-term projects, you'll begin representing CS to other cross-functional leaders, groundbreaking efforts to improve team efficacy and efficiency, and mentoring team members to meet their personal growth goals.

As a Team Manager, you'll be responsible for:

  • Contributing to strategy and operational management of the Customer Success teams
  • Process and workflow development, including but not limited to customer research and discovery, engagement SOPs, reporting, and customer concerns
  • Supporting and managing Enterprise customer concerns to quickly resolve customer issues and blockers
  • An ongoing partnership with cross-functional teams in Product, Sales, Channel, Technical Support, Marketing, and Customer Programs
  • Communicating customer trends and feedback to internal teams to drive improvements to, or highlight gaps in documentation, positive/negative impacts of concurrent initiatives, and more
  • OKRs and leading indicators for your line of business
  • Staff allocation management and headcount planning
  • Customer Success Manager performance assessments
  • Brainstorming and developing strategic recommendations for how to improve the overall post-sales experience for our customers

On your first day, we'll expect you to have:

  • 6-8+ years in a Customer Success or related field within an Enterprise software company
  • 2-4+ years of people management experience
  • Demonstrated experience building Customer Success strategies within a Cloud environment, including low and high touch engagement models
  • Proven track record to take customer insights from the field to inspire changes to the business, including influencing cross-functional teams and leaders
  • Comfort in developing reporting strategy, processes, and metrics management
  • Analytical skills to identify and articulate themes from customer data
  • Experience working with adoption tracking tools like Gainsight and Pendo
  • Strong project management skills and ability to be self-sufficient for up to weeks at a time
  • Strong written and verbal communication skills, including executive-level reporting and presentations
  • Ability to manage up and down within an organization and call out items quickly when experiencing roadblocks
  • Experience working on sophisticated cross-functional projects
  • Experience in influencing and navigating decision-makers across matrixed organizational systems
  • Demonstrated ability to manage conflict and work through and gain alignment when presented with unclear expectations, roles, and/or team dynamics
  • Experience helping an organization adopt an Atlassian product or similar
  • Customer interview skills with the ability to dig deep into root causes and needs
  • Confidence and motivation to creatively seek issues

It's great, but not required if you have:

  • Done amazing things with DevOps or IT teams
  • Salesforce experience
  • Tableau experience

More about our team

Atlassian Customer Success partners with our customers to help them achieve their goals with our products through engagement during the critical early phases of onboarding and adoption. Mitigating risk when customers encounter obstacles on their journey, evangelizing standard methodologies, and delivering insights to our core business are at the heart of what we do. The Data Center-focused segment of our team works with Enterprise customers deploying new DC licenses through a combination of high-touch and smart-touch outreach.

Atlassian. Powered by You.

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.

Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.

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What are Atlassian Perks + Benefits

Atlassian Benefits Overview

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, plenty of food and drinks, ergonomic workstations, employer-paid insurance coverage for you and your family, pension and more.

We're a global company and each of our office locations also has its own unique perks and benefits. Some of our benefits vary slightly by location.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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