Onboarding Success Manager
Atlassian
Onboarding Success Manager
Job Description
Onboarding Success Manager
📋 Job Overview
The Onboarding Success Manager at Atlassian focuses on customer onboarding to new products and expanding existing product usage through engaging virtual sessions. This role involves building relationships and guiding customers through their transformational journey, ensuring early and sustained product adoption and success with Atlassian solutions.
📍 Location: Remote, UK (Remote/Hybrid)
🏢 Category: Sales
📅 Posted: 2025-12-02 02:33 PM
🎯 Key Responsibilities
- Design and deliver scalable engagements for a dynamic portfolio of customers during key journey milestones
- Develop trusted advisor relationships with customers from C-Suite to global teams
- Guide customers through the onboarding phase, focusing on change management, communication planning, and technical enablement
- Manage post-sales activity for your customers through relationship-building, product expertise, and execution
- Maintain a deep understanding of Atlassian products and solutions, articulating the most relevant features for each customer’s requirements
- Drive early and sustained product adoption and success with Atlassian Solutions
- Serve as the earliest voice of the customer, providing internal feedback to improve Atlassian’s enterprise offerings
- Collaborate across sales, migrations, support, and account teams to ensure a seamless onboarding experience
- Proactively guide customer journeys using predictive signals and standardized frameworks
- Deliver value at scale through 1:many engagements including webinars, office hours, and curated outreach
- Maintain solution & industry expertise
- Mitigate churn risks through early risk identification, intervention, escalation, and mitigation
- Maintain operational excellence by keeping accurate records in Gainsight, adhering to engagement frameworks, and contributing to continuous improvement initiatives
✅ Required Qualifications
- Experience in Customer Success with a track record of managing large customers with a complex SaaS product portfolio
- Experience focusing on driving adoption during the customer onboarding phase (i.e. first 60-90 days)
- Built and launched new customer journey programs from the ground up, defining success metrics, testing and iterating to optimize performance in a fast-paced, startup-like environment
- Experience building programs and processes supportive of the customer onboarding journey backed by clear success criteria
- High level of technical and solution expertise
- Understanding of common Jira, Confluence, and Loom use cases for end users and configuration trade-off considerations that prove beneficial for administrators
- Experience with software implementation processes
- Familiarity with agile ways of working, project management, DevOps and automation, or IT service management
- Ability to work with a variety of customer profiles, including executives, administrators, and multi-layered global teams
- Experience delivering quality service and collaborating internally across product, sales, support, and marketing
- Proven ability to balance a book of business in a customer-facing environment
⭐ Preferred Qualifications
- Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau
🛠️ Required Skills
- Jira
- Confluence
- Loom
- Agile ways of working
- Project management
- DevOps
- Automation
- IT service management
- Gainsight
- Salesforce
- BI tools
- Tableau
- Change management
- Communication planning
- Technical enablement
- Relationship-building
- Product expertise
- Execution
- Collaboration
- Proactive guidance
- Predictive signals
- Standardized frameworks
- Webinars
- Office hours
- Curated outreach
- Solution & industry expertise
- Risk identification
- Intervention
- Escalation
- Mitigation
- Operational excellence
- Continuous improvement
🎁 Benefits & Perks
- Health and wellbeing resources
- Paid volunteer days
- Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Locations
- Remote, UK (Remote)
Salary
Estimated Salary Rangemedium confidence
45,000 - 65,000 GBP / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Jiraintermediate
- Confluenceintermediate
- Loomintermediate
- Agile ways of workingintermediate
- Project managementintermediate
- DevOpsintermediate
- Automationintermediate
- IT service managementintermediate
- Gainsightintermediate
- Salesforceintermediate
- BI toolsintermediate
- Tableauintermediate
- Change managementintermediate
- Communication planningintermediate
- Technical enablementintermediate
- Relationship-buildingintermediate
- Product expertiseintermediate
- Executionintermediate
- Collaborationintermediate
- Proactive guidanceintermediate
- Predictive signalsintermediate
- Standardized frameworksintermediate
- Webinarsintermediate
- Office hoursintermediate
- Curated outreachintermediate
- Solution & industry expertiseintermediate
- Risk identificationintermediate
- Interventionintermediate
- Escalationintermediate
- Mitigationintermediate
- Operational excellenceintermediate
- Continuous improvementintermediate
Required Qualifications
- Experience in Customer Success with a track record of managing large customers with a complex SaaS product portfolio (experience)
- Experience focusing on driving adoption during the customer onboarding phase (i.e. first 60-90 days) (experience)
- Built and launched new customer journey programs from the ground up, defining success metrics, testing and iterating to optimize performance in a fast-paced, startup-like environment (experience)
- Experience building programs and processes supportive of the customer onboarding journey backed by clear success criteria (experience)
- High level of technical and solution expertise (experience)
- Understanding of common Jira, Confluence, and Loom use cases for end users and configuration trade-off considerations that prove beneficial for administrators (experience)
- Experience with software implementation processes (experience)
- Familiarity with agile ways of working, project management, DevOps and automation, or IT service management (experience)
- Ability to work with a variety of customer profiles, including executives, administrators, and multi-layered global teams (experience)
- Experience delivering quality service and collaborating internally across product, sales, support, and marketing (experience)
- Proven ability to balance a book of business in a customer-facing environment (experience)
Preferred Qualifications
- Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau (experience)
Responsibilities
- Design and deliver scalable engagements for a dynamic portfolio of customers during key journey milestones
- Develop trusted advisor relationships with customers from C-Suite to global teams
- Guide customers through the onboarding phase, focusing on change management, communication planning, and technical enablement
- Manage post-sales activity for your customers through relationship-building, product expertise, and execution
- Maintain a deep understanding of Atlassian products and solutions, articulating the most relevant features for each customer’s requirements
- Drive early and sustained product adoption and success with Atlassian Solutions
- Serve as the earliest voice of the customer, providing internal feedback to improve Atlassian’s enterprise offerings
- Collaborate across sales, migrations, support, and account teams to ensure a seamless onboarding experience
- Proactively guide customer journeys using predictive signals and standardized frameworks
- Deliver value at scale through 1:many engagements including webinars, office hours, and curated outreach
- Maintain solution & industry expertise
- Mitigate churn risks through early risk identification, intervention, escalation, and mitigation
- Maintain operational excellence by keeping accurate records in Gainsight, adhering to engagement frameworks, and contributing to continuous improvement initiatives
Benefits
- general: Health and wellbeing resources
- general: Paid volunteer days
- general: Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Tags & Categories
Onboarding Success Manager
Atlassian
Onboarding Success Manager
Job Description
Onboarding Success Manager
📋 Job Overview
The Onboarding Success Manager at Atlassian focuses on customer onboarding to new products and expanding existing product usage through engaging virtual sessions. This role involves building relationships and guiding customers through their transformational journey, ensuring early and sustained product adoption and success with Atlassian solutions.
📍 Location: Remote, UK (Remote/Hybrid)
🏢 Category: Sales
📅 Posted: 2025-12-02 02:33 PM
🎯 Key Responsibilities
- Design and deliver scalable engagements for a dynamic portfolio of customers during key journey milestones
- Develop trusted advisor relationships with customers from C-Suite to global teams
- Guide customers through the onboarding phase, focusing on change management, communication planning, and technical enablement
- Manage post-sales activity for your customers through relationship-building, product expertise, and execution
- Maintain a deep understanding of Atlassian products and solutions, articulating the most relevant features for each customer’s requirements
- Drive early and sustained product adoption and success with Atlassian Solutions
- Serve as the earliest voice of the customer, providing internal feedback to improve Atlassian’s enterprise offerings
- Collaborate across sales, migrations, support, and account teams to ensure a seamless onboarding experience
- Proactively guide customer journeys using predictive signals and standardized frameworks
- Deliver value at scale through 1:many engagements including webinars, office hours, and curated outreach
- Maintain solution & industry expertise
- Mitigate churn risks through early risk identification, intervention, escalation, and mitigation
- Maintain operational excellence by keeping accurate records in Gainsight, adhering to engagement frameworks, and contributing to continuous improvement initiatives
✅ Required Qualifications
- Experience in Customer Success with a track record of managing large customers with a complex SaaS product portfolio
- Experience focusing on driving adoption during the customer onboarding phase (i.e. first 60-90 days)
- Built and launched new customer journey programs from the ground up, defining success metrics, testing and iterating to optimize performance in a fast-paced, startup-like environment
- Experience building programs and processes supportive of the customer onboarding journey backed by clear success criteria
- High level of technical and solution expertise
- Understanding of common Jira, Confluence, and Loom use cases for end users and configuration trade-off considerations that prove beneficial for administrators
- Experience with software implementation processes
- Familiarity with agile ways of working, project management, DevOps and automation, or IT service management
- Ability to work with a variety of customer profiles, including executives, administrators, and multi-layered global teams
- Experience delivering quality service and collaborating internally across product, sales, support, and marketing
- Proven ability to balance a book of business in a customer-facing environment
⭐ Preferred Qualifications
- Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau
🛠️ Required Skills
- Jira
- Confluence
- Loom
- Agile ways of working
- Project management
- DevOps
- Automation
- IT service management
- Gainsight
- Salesforce
- BI tools
- Tableau
- Change management
- Communication planning
- Technical enablement
- Relationship-building
- Product expertise
- Execution
- Collaboration
- Proactive guidance
- Predictive signals
- Standardized frameworks
- Webinars
- Office hours
- Curated outreach
- Solution & industry expertise
- Risk identification
- Intervention
- Escalation
- Mitigation
- Operational excellence
- Continuous improvement
🎁 Benefits & Perks
- Health and wellbeing resources
- Paid volunteer days
- Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Locations
- Remote, UK (Remote)
Salary
Estimated Salary Rangemedium confidence
45,000 - 65,000 GBP / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Jiraintermediate
- Confluenceintermediate
- Loomintermediate
- Agile ways of workingintermediate
- Project managementintermediate
- DevOpsintermediate
- Automationintermediate
- IT service managementintermediate
- Gainsightintermediate
- Salesforceintermediate
- BI toolsintermediate
- Tableauintermediate
- Change managementintermediate
- Communication planningintermediate
- Technical enablementintermediate
- Relationship-buildingintermediate
- Product expertiseintermediate
- Executionintermediate
- Collaborationintermediate
- Proactive guidanceintermediate
- Predictive signalsintermediate
- Standardized frameworksintermediate
- Webinarsintermediate
- Office hoursintermediate
- Curated outreachintermediate
- Solution & industry expertiseintermediate
- Risk identificationintermediate
- Interventionintermediate
- Escalationintermediate
- Mitigationintermediate
- Operational excellenceintermediate
- Continuous improvementintermediate
Required Qualifications
- Experience in Customer Success with a track record of managing large customers with a complex SaaS product portfolio (experience)
- Experience focusing on driving adoption during the customer onboarding phase (i.e. first 60-90 days) (experience)
- Built and launched new customer journey programs from the ground up, defining success metrics, testing and iterating to optimize performance in a fast-paced, startup-like environment (experience)
- Experience building programs and processes supportive of the customer onboarding journey backed by clear success criteria (experience)
- High level of technical and solution expertise (experience)
- Understanding of common Jira, Confluence, and Loom use cases for end users and configuration trade-off considerations that prove beneficial for administrators (experience)
- Experience with software implementation processes (experience)
- Familiarity with agile ways of working, project management, DevOps and automation, or IT service management (experience)
- Ability to work with a variety of customer profiles, including executives, administrators, and multi-layered global teams (experience)
- Experience delivering quality service and collaborating internally across product, sales, support, and marketing (experience)
- Proven ability to balance a book of business in a customer-facing environment (experience)
Preferred Qualifications
- Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau (experience)
Responsibilities
- Design and deliver scalable engagements for a dynamic portfolio of customers during key journey milestones
- Develop trusted advisor relationships with customers from C-Suite to global teams
- Guide customers through the onboarding phase, focusing on change management, communication planning, and technical enablement
- Manage post-sales activity for your customers through relationship-building, product expertise, and execution
- Maintain a deep understanding of Atlassian products and solutions, articulating the most relevant features for each customer’s requirements
- Drive early and sustained product adoption and success with Atlassian Solutions
- Serve as the earliest voice of the customer, providing internal feedback to improve Atlassian’s enterprise offerings
- Collaborate across sales, migrations, support, and account teams to ensure a seamless onboarding experience
- Proactively guide customer journeys using predictive signals and standardized frameworks
- Deliver value at scale through 1:many engagements including webinars, office hours, and curated outreach
- Maintain solution & industry expertise
- Mitigate churn risks through early risk identification, intervention, escalation, and mitigation
- Maintain operational excellence by keeping accurate records in Gainsight, adhering to engagement frameworks, and contributing to continuous improvement initiatives
Benefits
- general: Health and wellbeing resources
- general: Paid volunteer days
- general: Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Tags & Categories