Customer Success Manager, Spanish & English

Atlassian is hiring a Customer Success Manager to help customers realize value from its solutions through strategic engagement, product adoption, and long-term growth. The role manages post-sales customer relationships, guides enterprise customers toward success outcomes, and supports adoption and expansion across Spanish-speaking Latin America and the United States.

Responsibilities:

• Develop a trusted advisor relationship with customers from C-Suite, to executives and global teams helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle
• Collaborate with the customer and account team members to develop Customer Success Plans, including regular check-ins, EBRs (Executive Business Reviews), and strategic planning sessions. The account team includes the account executive, solution partners, and other Atlassians
• Manage post-sales activity for your customers through relationship-building, product expertise and execution
• Maintain an understanding of 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
• Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your seasoned account team and in particular the Account Associate
• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our enterprise customers
• Fluency in English and Spanish to conduct business, provide guidance, and solicit feedback for customers in Spanish-speaking Latin America countries as well as the United States

Requirements:

• Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes
• Fluency in English and Spanish to conduct business, provide guidance, and solicit feedback for customers in Spanish-speaking Latin America countries as well as the United States
• 3-7 years in Customer Success or account management with a track record managing Enterprise customers with a complex SaaS product portfolio
• 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
• Experience using Business Reviews to align progress and next steps to customer success plans
• Understanding of common Jira, Confluence, and JSM end-user use cases and ways of working, with an ability to demonstrate those use cases, and understanding of configuration trade-offs
• Experience making customers feel valued through quality service internally across product, sales, support and marketing to facilitate a seamless customer experience
• Experience balancing a book of business in a customer-facing environment
• Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau
• Proficiency with Spanish-speaking in the business and technical setting as well as a keen understanding of the LatAm market and ways of working