Senior Customer Success Manager, Onboarding

Overview

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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Atlassian is looking for an Onboarding Customer Success Manager (CSM) to help customers realize the value in their Atlassian investment, especially during the critical first 90 days of their cloud journey. You will engage customers to unlock early outcomes through targeted engagements that support product adoption, change management, communication planning, and technical subject matter expertise—particularly for customers migrating to cloud for the first time.

Your Future Team

With over 300,000 customers worldwide, Atlassian helps organizations like NASA, IBM, Hubspot, Samsung, and Coca-Cola unleash the power of every team through Atlassian Solutions. Our team is focused on value, helping customers understand how our products combine to create enterprise solutions that transform business outcomes. We live our value of ‘play as a team’ in everything we do.

Responsibilities

• Develop trusted advisor relationships with customers from C-Suite to global teams, ensuring they receive maximum value from our solutions throughout their lifecycle

• Guide customers through the onboarding phase, focusing on change management, communication planning, and technical enablement

• Manage post-sales activity for your customers through relationship-building, product expertise, and execution

• Maintain a deep understanding of Atlassian products and solutions, articulating the most relevant features for each customer’s requirements

• Drive early and sustained product adoption and success with Atlassian Solutions

• Serve as the Voice of the Customer, providing internal feedback to improve Atlassian’s enterprise offerings

• Collaborate across sales, migrations, support, and account teams to ensure a seamless onboarding experience

Qualifications

• 8 years in Customer Success with a track record managing large customers with a complex SaaS product portfolio

• Experience focusing on driving adoption during the customer onboarding phase (i.e. first 90 days)

• High level of technical and solution expertise, including:

  • Understanding of common Jira and Confluence end-user use cases and configuration trade-offs

  • Experience with software migration/implementation processes

  • Familiarity with agile ways of working, project management, DevOps and automation, or IT service management

• Ability to work with a variety of customer profiles, including executives, administrators, and multi-layered global teams

• Experience delivering quality service and collaborating internally across product, sales, support, and marketing

• Proven ability to balance a book of business in a customer-facing environment

• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. 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: $148,500 - $193,875

Zone B: $133,200 - $173,900

Zone C: $123,300 - $160,975

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

Benefits & Perks

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. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on 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.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.