Senior Onboarding Success Manager

About the role

Atlassian is hiring a Senior Onboarding Success Manager for its TWC team, based in Bengaluru and open to remote work. The role owns a portfolio of enterprise and strategic customers, acting as a trusted advisor who supports customers at key milestones such as onboarding, adoption and value realization.

Key responsibilities

• Build executive relationships and act as a trusted advisor for enterprise and strategic customers
• Use predictive signals and standardized frameworks to identify milestones, adoption opportunities and risks, enabling early and sustained product adoption
• Deliver value through webinars, office hours and curated outreach
• Maintain deep knowledge of products, use cases, industry trends, market dynamics and competitors
• Identify and mitigate churn risks through early intervention and escalation with internal teams
• Act as the Voice of the Customer, sharing insights and feedback to influence products and services
• Keep accurate records in Gainsight, follow engagement frameworks and contribute to continuous improvement

Required profile

• 10+ years in Customer Success, Account Management, Professional Services or related SaaS roles, with a track record managing enterprise and strategic accounts in a complex SaaS environment
• Proven experience driving adoption and business transformation in large, global organizations
• Expertise in technology consulting, executive stakeholder management, consultative engagement and program management
• Customer-centric mindset and strong organizational and time management skills
• Experience collaborating across product, sales, support, marketing and solution partners

Required skills

• Understanding of common Jira and Confluence use cases
• Gainsight (or similar CRM), Salesforce and BI tools such as Tableau
• Exceptional verbal and written communication skills