Senior Onboarding Success Manager, TWC

About the Position

We are seeking a Senior Onboarding Success Manager to join our team at Atlassian, a leading software company. In this role, you will drive strategic engagement and customer success, leveraging your expertise in customer success, account management, and SaaS roles.

Responsibilities

• 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 use cases 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.

Requirements

• 10+ years in Customer Success, Account Management, Professional Services, 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 technology consulting, executive stakeholder management, consultative engagement, and program management.
• A customer-centric mindset, with a passion for driving adoption, value realization, and customer satisfaction.
• 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.

We Offer

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 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.

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