Technical Customer Success Manager

Job Description

Job Summary

Atlassian is seeking a highly motivated Technical Customer Success Manager to join our dynamic team. In this role, you will act as a trusted advisor to our customers, ensuring they maximize the value of Atlassian’s suite of products. You will blend technical expertise with strong relationship management skills to support enterprise customers, drive adoption, and proactively identify solutions to enhance their experience. The ideal candidate thrives in a fast-paced environment, is passionate about customer success, and enjoys solving complex technical challenges.

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Key Responsibilities

• Serve as the primary technical point of contact for assigned enterprise customers, building strong, trusted relationships.


• Guide customers through product onboarding, implementation, and adoption to ensure they achieve their desired outcomes.


• Proactively identify technical issues and provide solutions, collaborating with internal teams when necessary.


• Conduct regular business reviews with customers to discuss product usage, identify growth opportunities, and share best practices.


• Advocate for customers within Atlassian, ensuring their feedback influences product development and roadmap priorities.


• Develop and deliver technical workshops, training sessions, and documentation tailored to customer needs.


• Monitor customer health metrics, usage data, and engagement to anticipate and prevent potential challenges.

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Required Skills and Qualifications

• Strong understanding of Atlassian products (Jira, Confluence, Trello, Bitbucket, etc.) and their technical capabilities.


• Proven experience in customer success, technical account management, or a similar client-facing technical role.


• Excellent problem-solving skills with the ability to diagnose technical issues and provide clear guidance.


• Strong interpersonal and communication skills with the ability to influence stakeholders at all levels.


• Familiarity with software development processes, Agile methodologies, and project management principles.


• Ability to manage multiple accounts and priorities effectively in a fast-paced environment.

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Experience

• Minimum 3–5 years in technical customer success, solutions engineering, or enterprise technical support roles.


• Experience working with enterprise-level clients and managing complex technical relationships.


• Prior experience in SaaS or enterprise software environments is highly desirable.

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Working Hours

• Full-time role with standard business hours (flexibility required to accommodate customer needs across time zones).


• Occasional travel may be required for customer workshops, trainings, or conferences.

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Knowledge, Skills, and Abilities

• Technical proficiency in software configuration, integrations, and troubleshooting.


• Strong analytical skills and ability to leverage data to drive customer decisions.


• Exceptional organizational and time management skills.


• Ability to communicate complex technical concepts in a clear, accessible manner.


• Collaborative mindset with a passion for delivering exceptional customer experiences.

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Benefits

• Competitive salary and performance-based incentives.


• Comprehensive health, dental, and vision insurance.


• Generous paid time off, parental leave, and flexible work arrangements.


• Professional development opportunities, including certifications and training programs.


• Access to Atlassian’s latest tools and resources for personal and professional growth.

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Why Join Atlassian

Atlassian is a global leader in software solutions that enable teams to collaborate, innovate, and succeed. By joining our team, you will have the opportunity to work with cutting-edge technology, support high-impact customers, and grow within a culture that values innovation, diversity, and inclusion. Your contributions will directly influence customer success and the broader tech community.

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How to Apply

Interested candidates are encouraged to apply online through the Atlassian Careers portal. Please submit your resume along with a cover letter highlighting your experience in technical customer success and your familiarity with Atlassian products.

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Job Details