Manager, Customer Success Team - San Francisco, United States - Atlassian

Atlassian
Atlassian
Verified Company
San Francisco, United States

4 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Overview:
Atlassian Customer Success strives to help customers realize the value in their Atlassian investment. We engage customers to unlock early and sustained business outcomes.

As a manager in Customer Success, you manage a team of Customer Success Managers (Associate to Senior) to execute the overall team vision.

This means driving successful product adoption, customer engagement, and growth of the customers' Atlassian solutions.


This Customer Success Team Manager role will build and help evolve our Customer Success program to scale across all customers.

This person manages a team of Customer Success Managers that partner with strategic cloud customers to unlock value quickly and meet their business objectives.

In this role, you are responsible for the management of the team, hitting our team OKRs of adoption and expansion, defining operational processes, building strong cross-functional relationships, and mentoring team members to exceed their goals.


Compensation

Zone A:
$145,000 - $193,400


Zone B:
$130,500 - $174,000


Zone C:
$120,400 - $160,500

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


Responsibilities:


  • Proactively mentor and guide your team across their portfolio of customers to unlock early and sustained product adoption and success with Atlassian solutions
  • Mentor and develop the capabilities of CSMs with success and growth planning
  • Identify opportunities and risks across the team and customers
  • Foster relationships with customer stakeholders
  • Support escalations from team members
  • Drive best practices and consistency in the quality of customer engagements across the team
  • Drive collaboration and outcomes across Atlassian teams to better serve customers and team members
  • Develop collaborative programs and partnerships with other teams
  • Talent acquisition and onboarding
  • Contribute to annual and quarterly planning including delivering on company mission and OKRs
  • Develop and support strategic initiatives within the team and across the business

Qualifications:

  • 8+ years in Customer Success or related field within an Enterprise SaaS company
  • 3+ years of people management experience, including experience hiring and managing highperforming teams in a remote environment
  • Proven track record of establishing and cultivating relationships with key stakeholders in your customer organizations
  • Experience coaching your team to leverage frameworks such as success planning to drive adoption, minimize customer time to value, and reduce churn
  • Demonstrated experience building Customer Success strategies within a Cloud environment, including low and hightouch engagement models
  • Demonstrated ability to manage conflict and work through and gain alignment when presented with unclear expectations, roles, and/or team dynamics
  • Strong written and verbal communication skills, including executivelevel reporting and presentations
  • Comfort in developing reporting strategy, processes, and metrics management
  • Experience with industry tools such as Gainsight, Salesforce, Tableau
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