Senior Manager, Onboarding, TWC

Working at Atlassian

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Atlassian Onboarding Team is a trusted advisor to our largest and most strategic customers, helping them maximize the value of their Atlassian investment in the first 60-90 days. Atlassian is seeking a Senior Manager to lead our global team of Onboarding Success Managers for one of our most prominent collections - Teamwork Collection. This team partners with our most strategic and complex customers to ensure strong adoption of Atlassian’s TWC footprint during the critical first 90 days of their journey, in lockstep with our solution sales, product, and core CSMs. As the Onboarding CSM Manager, you will lead a team to drive early customer outcomes through targeted engagements, including change management planning, success planning, and technical guidance. You will also play a key role in scaling our onboarding program and evolving our processes to deliver exceptional customer experiences.

Your Future Team:

Our Onboarding Managers are passionate Atlassian advocates, collaborating globally to support customers during their first 90 days in the cloud. As a leader in this function, you’ll help shape new processes, drive meaningful customer outcomes, and contribute to Atlassian’s mission to unleash the potential of every team

• 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 to our low-touch customers through curated outreach, Success-AI.
• 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.

Your Background:

• 10+ years in Customer Success, Account Management, 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 executive stakeholder management, consultative engagement, and program management.
• A customer-centric mindset, with a passion for driving adoption, value realization, and customer satisfaction.
• Demonstrated ability to quickly and effectively build trusted relationships and guide customers to business outcomes through scalable engagement strategies.
• 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 & 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.

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