Manager, Enterprise Customer Success Team

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Overview

Atlassian is looking for a manager to lead our Enterprise Customer Success Management team. We're looking to hire eligible candidates for this role who are remotely based in the United Kingdom.

This role is dedicated to assisting the Enterprise Customer Success team and customers in realizing value and the full potential of their Atlassian investment. 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.

With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, Hubspot, Samsung and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team.

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 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.
• Experience communicating with decision makers, understanding of their unique perspectives and priorities to create and expand relationships.
• Advanced in guiding and collaborating with leadership across matrixed account team across geographies, getting teams aligned and working toward the same goals.
• Analyze customer insights, prioritize feedback, product data and market trends to identify opportunities for improvement in collaboration with product teams.
• Provide mentorship an 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.
• Provide regular updates and reports on team performance to senior management.

Qualifications

• 7-9+ years experience total in Customer Success and min. 3-5+ years experience managing Customer Success teams in the Enterprise segment.
• 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 ability to demonstrate those use cases, and understanding of configuration trade-offs.
• Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience.
• Experience balancing a book of business in a customer-facing environment.
• Problem-solving skills and a customer-centric mindset.
• Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau.

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