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's Senior Customer Success Managers play a crucial role in helping customers maximize the value of their Atlassian investments. Their primary focus is on strategies that promote customer adoption and retention. Additionally, they are tasked with building and nurturing customer relationships, monitoring customer health, and identifying potential churn risks.

These professionals guide customers in developing innovative solutions through a process of guided discovery, enabling them to progress swiftly along their Atlassian journey. By engaging with customers, they facilitate the unlocking of both immediate and sustained outcomes. They achieve this by implementing best practices at scale, which support product adoption, solution expansion, and the long-term growth of customer users.

We are hiring a Senior Customer Success Manager for the Japan Customer Success team. You’ll build relationships and demonstrate an understanding of the Atlassian customer journey. 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 to cut across multiple products and solution practice areas. You’ll work with a variety of customer profiles including C-Level contacts, executives, and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment.

Your future team
With over 300,000 customers worldwide, Atlassian is helping organizations like NASA, IBM, Hubspot, Samsung, and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team.
With a focus on value, we help our customers understand how our products combine to create enterprise solutions that transform their business’s outcomes. We’re different from other organisations because we approach everything we do using our value of ‘play as a team'. We support each other, celebrate our wins together, and share knowledge. Our employees work with Atlassian, not for Atlassian.
Our team enjoys high earnings potential with the enterprise opportunity ahead of us. We sell meaningful products that lead the use of cloud and artificial intelligence.

In this role, you will:

• Develop a trusted advisor relationship with customers at the C-suite and executive level, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.

• Lead the Customer Success team in Japan as a Senior member.

• Coach, mentor, and hire staff, supporting their onboarding and growth.

• Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams.

• Guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions.

• Experience navigating complex implementation processes with multiple partners globally to meet complex enterprise needs.

• Understand 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.

• Develop and execute adoption strategies targeting high-value accounts, driving change management, and expanding customer footprint.

• Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with your account team, particularly the Account Associate.

• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Strategic customers.

Your background:

• 8-10+ years of experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.

• Fluent in both English and Japanese.

• Experience leading a service portfolio, teams, mentoring, and developing others.

• 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.

• Understanding of common Jira and Confluence end-user use cases and ways of working, with the ability to demonstrate those use cases and understanding of configuration trade-offs.

• Collaborate internally across product, sales, support, and marketing to facilitate a smooth customer experience.

• Experience balancing a book of business in a customer-facing environment.

• Problem-solving skills and a customer-centric mindset.

• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

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. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

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.