Senior Manager, Onboarding, TWC

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.

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.

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.

Please visit  for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

This role may also be eligible for benefits, bonuses, commissions, and equity.

In The United States or Remote
, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $176,400 - $230,300

Zone B: $158,760 - $207,270

Zone C: $146,412 - $191,149

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…