Overview As a Customer Success Manager at Atlassian, you help customers realize value from their Atlassian investments and drive adoption, expansion, and long-term outcomes. You will build trusted relationships across executives, admins, and global teams, guiding complex enterprise customers through their journey. You'll work remotely across Americas time zones, using proactive engagement and best practices to reduce churn and drive measurable success. Your role links product expertise with cross-functional collaboration to enable customers in Latin America and the United States. This is a strategic, impact-oriented position in a fast-paced, collaborative environment.
Compensation / Benefits- health and wellbeing resources
- paid volunteer days
- bonuses
- commissions
- equity
- comprehensive benefits package
Responsibilities- Develop trusted advisor relationships with customers from C-Suite to global teams to ensure value realization across the lifecycle
- Collaborate with account teams to create and execute Customer Success Plans, including regular check-ins and Executive Business Reviews (EBRs)
- Manage post-sales activity through relationship-building, product expertise, and execution to drive adoption and outcomes
- Maintain up-to-date product knowledge and discuss relevant features with customers based on their requirements
- Engage customers to unlock early and sustained product adoption and value, mitigating churn in partnership with the Account Team and Account Associate
- Be the Voice of the Customer to feed internal feedback for better service to enterprise customers
Key requirements- 3-7 years in Customer Success or account management with enterprise SaaS experience
- Proven track record as trusted advisor guiding customer outcomes
- Experience using Success Plans and Business Reviews to align goals and measure progress
- Understanding of Jira, Confluence, and JSM end-user use cases and configuration trade-offs
- Demonstrated ability to deliver high-quality service across product, sales, support, and marketing to ensure a seamless customer experience
- Experience balancing a book of business in a customer-facing role
- Experience with Gainsight (or similar CRM), Salesforce, and Tableau
- Proficiency in Spanish in business and technical settings with LatAm market awareness
- trusted advisor mindset
- cross-functional collaboration
- customer-centric communication
- Jira
- Confluence
- JSM
