Enterprise Customer Success Leadership Role

2 days ago


London, Greater London, United Kingdom Atlassian Full time
About the Role

The Enterprise Customer Success Leadership Role at Atlassian is a key position responsible for leading our team to assist customers in realizing the full potential of their Atlassian investment.

As a Senior Customer Success Manager, you will guide this team to unlock early and sustained outcomes by implementing agile product delivery methodologies, optimizing developer tools automation, encouraging new teamwork communities, and enhancing IT services.

We help our customers understand how our products combine to create enterprise solutions that transform their business's outcomes. Our team enjoys high earnings potential with the enterprise opportunity ahead of us, selling impactful products that lead cloud and artificial intelligence use.

Responsibilities

  • Manage a team of Enterprise Customer Success Managers to set and achieve OKRs and targets.
  • Apply solution expertise and remain informed on varying needs across global units.
  • Guide team in monitoring customer health, support customer escalations, and identify opportunities to improve customer satisfaction and retention.
  • Analyze customer insights, prioritize feedback, product data, and market trends to identify opportunities for improvement in collaboration with product teams.
  • Provide mentorship and coaching to the team to help them develop their skills and achieve their individual targets while conducting regular performance feedback and evaluations.
  • Hire and onboard new members of the Enterprise Customer Success team to support business growth goals.
  • Contribute to annual and quarterly planning including delivering on company mission.

Qualifications

  • 7-9+ years experience total in Customer Success and minimum 3-5+ years experience managing Customer Success teams in the Enterprise segment.
  • 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 ability to demonstrate those use cases, and understanding of configuration trade-offs.
  • Candidate must have experience balancing a book of business in a customer-facing environment.

Salary Range: $120,000 - $180,000 per year

This role is located remotely in the United Kingdom only.



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