Customer Success Manager, Spanish & English

About the Position

Atlassian is looking for a Customer Success Manager with Spanish Language proficiency.

Atlassian Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. They engage customers to align on strategic goals and unlock early and sustained outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users.

As an Atlassian CSM, you’ll build relationships and demonstrate an understanding of the Atlassian customer journey and how our solutions help customers achieve their goals. You’ll be equipped to guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.

You'll use your solution expertise and leadership presence to cut across multiple products and solution practice areas. You’ll work with a variety of customer profiles including executives, administrators, and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment.

To help our teams work together, you will be fully remote, and requires you to work the multiple Americas timezones.

Responsibilities

• Develop a trusted advisor relationship with customers from C-Suite, to executives and global teams helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
• Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes.
• Collaborate with the customer and account team members to develop Customer Success Plans, including regular check-ins, EBRs (Executive Business Reviews), and strategic planning sessions. The account team includes the account executive, solution partners, and other Atlassians.
• Manage post-sales activity for your customers through relationship-building, product expertise, and execution.
• Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
• Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions.
• Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with your seasoned account team and in particular the Account Associate.
• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers.
• Fluency in English and Spanish to conduct business, provide guidance, and solicit feedback for customers in Spanish-speaking Latin America countries as well as the United States.

Requirements

• 3-7 years in Customer Success or account management with a track record managing Enterprise customers with a complex SaaS product portfolio.
• 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.
• Experience using Business Reviews to align progress and next steps to customer success plans.
• Understanding of common Jira, Confluence, and JSM end-user use cases and ways of working, with an ability to demonstrate those use cases, and understanding of configuration trade-offs.
• Experience making customers feel valued through quality service internally across product, sales, support, and marketing to facilitate a seamless customer experience.
• Experience balancing a book of business in a customer-facing environment.
• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.
• Proficiency with Spanish-speaking in the business and technical setting as well as a keen understanding of the LatAm market and ways of working.

We Offer

• Compensation: Base pay ranges for new hires in each zone are:
  • Zone A: $118,957 - $155,304
  • Zone B: $107,100 - $139,825
  • Zone C: $98,734 - $128,903
• 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. To learn more, visit go.atlassian.com/perksandbenefits.

About the Company

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.

In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.