At a Glance
- Tasks: Help customers maximise their Atlassian experience through proactive engagement and support.
- Company: Atlassian empowers teams globally with innovative software solutions for collaboration and productivity.
- Benefits: Enjoy flexible work options, health resources, paid volunteer days, and more perks.
- Other info: Work remotely or in-office, with virtual onboarding and a commitment to diversity and inclusion.
- Why this job: Join a dynamic team that values collaboration, innovation, and customer success in a fast-paced environment.
- Qualifications: 5+ years in Customer Success or related roles, with strong communication and organisational skills.
The predicted salary is between 36000 - 60000 £ per year.
Mid Market Pooled Customer Success Manager
Join to apply for the Mid Market Pooled Customer Success Manager role at Atlassian
Mid Market Pooled Customer Success Manager
Join to apply for the Mid Market Pooled Customer Success Manager role at Atlassian
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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.
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.
Responsibilities
Atlassian is looking for a Mid-Market Pooled Customer Success Manager
At Atlassian, we work with over 300,000 customers worldwide, and these customers typically have complex, large-scale operations and high expectations for their technology investments. Our goal is to unleash the potential of every team through the power of incredible software solutions, delivering exceptional customer impact and ensuring ongoing revenue growth. What makes us unique is our belief in our value of ‘play, as a team\'. We support each other, celebrate our wins together, and share knowledge.
Our Mid-Market Pooled Customer Success Managers (CSMs) are dedicated to assisting customers in realizing the full potential of their Atlassian investment. As we scale to support a rapidly growing mid-market customer base, we’re evolving our engagement model to deliver value at scale. Our Pooled CSMs are at the heart of this transformation—empowering hundreds of customers through proactive, data-driven, and content-rich engagement.
Your responsibilities will include offering recommendations aimed at helping customers harness the full capabilities of Atlassian products and solutions to achieve maximum value and meet their business objectives. You will engage with contacts and teams at varying levels and leveraging a range of methodologies.
Your future team
Atlassian is helping fast-growing organisations like Reddit, Roblox, Toast, and Zoom unleash the power of every team through Atlassian solutions.
With a focus on value, we help our customers understand how our apps 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\'.
In This Role, You Will
- Drive Scalable Engagement: Proactively manage a portfolio of customers through a pooled model, 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 through 1:many engagements including webinars, office hours, and curated outreach.
- Maintain Solution & Industry Expertise: Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements. igh-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:
- 5+ years in Customer Success, Account Management, or related SaaS roles, with proven experience managing large customer portfolios in a pooled or scaled model with a complex SaaS product portfolio.
- 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.
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 .
Seniority level
Seniority level
Mid-Senior level
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Full-time
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#J-18808-LjbffrMid Market Pooled Customer Success Manager employer: Atlassian
Atlassian is an exceptional employer that champions flexibility and work-life balance, allowing employees to choose their work environment—be it in the office, from home, or a hybrid model. With a strong focus on employee growth, collaboration, and community engagement, Atlassian offers a wealth of benefits including health resources and paid volunteer days, fostering a culture where every team member's unique contributions are valued and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Mid Market Pooled Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Atlassian. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Atlassian before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Mid Market Pooled Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Atlassian:Your cover letter is your chance to shine! Tell us why you want to work at Atlassian specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Atlassian!
How to prepare for a job interview at Atlassian
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
