[Hiring] Senior Onboarding Success Manager @Atlassian

Role Description

With over 250,000 customers worldwide—including NASA, IBM, Hubspot, Samsung, and Coca-Cola—Atlassian is advancing humanity through software that unleashes the potential of every team. Our CSMs are value-driven, collaborative, and passionate about helping customers achieve transformational outcomes. We celebrate wins together, share knowledge, and support each other as a team.

In This Role, You Will:

• Drive Strategic Engagement: Own a portfolio of enterprise and strategic customers, building executive relationships and serving as a trusted advisor supporting customers at key journey milestones (including onboarding, adoption, and value realization).
• Proactively Guide Customer Journeys: Leverage predictive signals and standardized frameworks to pinpoint key milestones, adoption opportunities, and potential risks, thereby facilitating early and sustained product adoption and success with Atlassian solutions.
• Deliver Value at Scale: Deliver value through many engagements including webinars, office hours, and curated outreach.
• Maintain Solution & Industry Expertise: Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements. High-level understanding of industry trends, market dynamics, and competitor activities.
• Mitigate Risk: Identify and mitigate churn risks through early risk identification, intervention, escalation, and mitigation in collaboration with internal teams as needed.
• Champion Customer Advocacy: Act as the Voice of the Customer, sharing insights and feedback to influence Atlassian’s products and services.
• Maintain Operational Excellence: Keep accurate records in Gainsight, adhere to engagement frameworks, and contribute to continuous improvement initiatives.

Qualifications

• 7+ years in Customer Success, Account Management, or related SaaS roles, with a proven track record managing enterprise and strategic customer relationships in a complex SaaS environment.
• Demonstrated experience driving adoption and business transformation within large, global organizations.
• Expertise in executive stakeholder management, consultative engagement, and program management.
• A customer-centric mindset, with a passion for driving adoption, value realization, and customer satisfaction.
• Demonstrated ability to quickly and effectively build trusted relationships and guide customers to business outcomes through scalable engagement strategies.
• Understanding of common Jira and Confluence end-user use cases and ways of working.
• Experience establishing collaborative relationships across product, sales, support, marketing, and solution partners to facilitate a seamless customer experience.
• Strong organizational and time management skills; ability to manage multiple priorities and engagements simultaneously.
• Adaptability and a commitment to continuous learning in a dynamic, fast-paced environment.
• Exceptional verbal and written communication skills.
• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

Requirements

• Compensation: At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. The baseline of our range is higher than that of the typical market range, but we expect to hire most candidates near this baseline.
• In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
  • Zone A: USD 148500 - USD 193875
  • Zone B: USD 133200 - USD 173900
  • Zone C: USD 123300 - USD 160975
• This role may also be eligible for benefits, bonuses, commissions, and equity.

Benefits

• Atlassian offers a wide range of perks and benefits designed to support you, your family, and to help you engage with your local community.
• Our offerings include health and wellbeing resources, paid volunteer days, and so much more.