Senior Onboarding Success Manager, TWC
Atlassian · Posted Oct 6
Enterprise project management, team collaboration, and software development tools
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About the role
Atlassian's customer success organization supports over 250,000 customers worldwide, including NASA, IBM, Hubspot, Samsung, and Coca-Cola, in achieving transformational outcomes with Atlassian's collaboration software such as Jira and Confluence. The team is value-driven and collaborative, focused on helping enterprise and strategic customers realize value across onboarding, adoption, and ongoing success. This role owns a portfolio of enterprise and strategic customers, guiding their journey through predictive signals, scaled engagements like webinars and office hours, churn-risk mitigation, and customer advocacy.
What you will do
- 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.
Skills used in this role
What the employer is looking for
- 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.
Benefits and support
- health and wellbeing resources
- paid volunteer days
About Atlassian
Atlassian is a leading software company that builds enterprise collaboration, project planning, and issue-tracking tools such as Jira, Confluence, and Trello. Empowering teams across the globe, Atlassian focuses on unleashing the potential of every team through advanced workflows, cloud infrastructure, and AI-driven capabilities.
- Industry
- Software
- Company size
- 10001+ employees
- Founded
- 2002
- Location
- Sydney, Australia
- Funding stage
- Public Company
Funding
Public Company · $210M raised
- 2010-07-13Venture - Series Unknown$60M
- 2014-04-10Secondary Market$150M
Leadership
CEO & Co-Founder
Chief Financial Officer
Chief Revenue Officer
Chief People and AI Enablement Officer
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