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Senior Customer Success Manager- Enterprise

Senior Customer Success Manager- Enterprise

Atlassian

5 - 8 years

25 - 30 Lacs

bengaluru

Posted:10 hours ago| Platform:

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Skills Required

relationship building strategic planning product sales account management business strategy customer experience customer engagement service quality crm salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

As an Enterprise CSM, you ll build relationships and and demonstrate an understanding of the Atlassian customer journey. You ll be equipped to guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.

Youll use your solution expertise to cut across multiple products and solution practice areas. You ll work with a variety of customer profiles including executives, administrators and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment.

In this role, you will:

Develop a trusted advisor relationship with customers from C-Suite, to executives and global teams helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes.
Collaborate with the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions.
Manage post-sales activity for your customers through relationship-building, product expertise and execution.
Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions.
Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your seasoned account team and in particular the Account Associate.
Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers.

Your Background

5-8 years in Customer Success or account management with a track record managing Enterprise customers with a complex SaaS product portfolio.
Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
Understanding of common Jira and Confluence end-user use cases and ways of working, with an ability to demonstrate those use cases, and understanding of configuration trade-offs.
Experience making customers feel valued through quality service internally across product, sales, support and marketing to facilitate a seamless customer experience
Experience balancing a book of business in a customer-facing environment.
Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau

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.

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Atlassian

Software Development

Sydney NSW

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Senior Customer Success Manager- Enterprise