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 seeking a new leader to join our leadership team as Head of Customer Success Management for our Global Strategic customer segment. Reporting directly to the Global Head of Customer Success Management & Renewals, you will play a key role in transforming the Customer Success Management team to align with our refreshed go-to-market strategy and build a customer journey that delivers consistent value to every Atlassian customer.
This is a high-visibility, high-accountability role at the center of Atlassians transition into the Enterprise. This person will own relationships with Sales, Product, Marketing, and Support, operating at the center of defining the CSM Strategy for all customer segments as we plan to grow to a $10Bn company. In addition, this person will be a key member of the CSM & Renewals leadership team, working collaboratively to define, articulate, and execute the global strategy for a redefined Customer Success vision across all post-sales functions.
Your future team Atlassian is in a transformation moment. A 22-year-old, $4Bn company, Atlassian has built a suite of impeccable, mission-critical products that unleash the power of every team. As the company expands its footprint into the Enterprise, serving 80% of the Fortune 500 and beyond, we are investing heavily in our capabilities to build a world class go-to-market and customer experience engine.
To meet the opportunity ahead, we need to evolve our approach to managing our customers' path to success. In addition, we are launching a brand new Strategics segment within CSM to align directly to our sales strategy, serving our largest global enterprises and supporting several hundred million dollars of existing and growth revenue. You will build the Strategics team from the ground up, recruiting new Principal CSM talent from within Atlassians existing CSM team and from among your external network of exceptional talent; the team will start at approximately 20 globally (Americas, EMEA, and APAC), and will grow commensurate with segment growth in future years. In addition, it will be your job to build and execute the strategy for growth and delivery as the business continues on its 30+% YoY revenue growth.
Responsibilities:
Success for you in this role looks like: Grow the leadership capability in the org through hiring and mentorship
Attract and nurture top talent
Monitor and optimize critical business processes and operational metrics
Transform the CSM motions to deliver consistent KPIs
Provide leadership direction and strategy with regards to our CS specific OKRs
Anticipate the continuous evolution of Cloud customers and their needs in partnership with product, support, and analytics leadership
This is an exceptional opportunity to be on the leading edge of the next waves of innovation in Saas, from using AI to accelerate customer impact, to nailing the on-premise to cloud transition. Atlassian is growing rapidly year-on-year, and we want to scale intelligently while helping our customers unlock value from our products faster. This is an opportunity to play a major role in achieving that goal.
Responsibilities: Lead and inspire a team of high-performing CSMs and Managers at multiple levels of leadership
Build and manage operational metrics to drive outcomes and accountability, in partnership with Revenue Operations
Operate as an indispensable partner to your Sales counterparts to design a retention and growth strategy for Atlassians largest customers, and provide strategic support on specific commercial situations to help close deals
Partner with C and C-1 executives at your highest-value customers to strengthen and deepen their relationship with Atlassian, and provide escalation support when needed
Be a talent magnet and a talent identifier to build and maintain a high performing team
Operate as an essential member of the CSM & Renewals Leadership team, a right-hand to Global Head of CSM and Renewals and trusted teammate with peer executives to design, mobilize, and deliver on our vision for a world class Customer Success organization.
Travel average 20% time and up to 40% on occasion, including domestic and international locations
Qualifications:
Your Background: 5+ years in people leadership including overseeing a multi-layered, distributed and high-growth B2B SaaS organization
3+ years delivering complex projects in management, strategy, digital transformation, or technology implementation
Track record of success building outcome-driven relationships with key clients, collaborating with cross functional teams, and analyzing market trends to inform strategic decisions.
Equally comfortable driving day-to-day operations as building strategy and long term vision.
Exceptional executive presence; comfortable engaging with executives and developing relationships at all levels of a customer organization
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: $198,000 - $264,000
Zone B: $178,200 - $237,600
Zone C: $164,300 - $219,100
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.
Our perks & benefits Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefitsto learn more.
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.
