Senior Manager, Customer Success Mid Market

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.
Your Future Team
Atlassian is seeking a Manager, Americas Mid-Market Direct Customer Success to lead a team of Customer Success Managers focused on helping our fastest-growing mid-market customers unlock adoption, retention, and growth outcomes.
The Americas Mid-Market Direct segment represents one of Atlassian's largest growth opportunities, with thousands of direct accounts scaling Jira, Confluence, and JSM, migrating to Cloud, and adopting Atlassian AI. As a manager, you'll empower your team to deliver consistent, impactful customer engagements while ensuring scalable programs and operational rigor across the book of business.
In this role, you will:
This role is ideal for a customer success leader who thrives in a fast-moving, high-growth environment and wants to build the next generation of Atlassian's success motion for mid-market customers.Your Future Team
You'll lead a team of Mid-Market Direct CSMs responsible for:

• Driving adoption and early value realization across Atlassian's solution portfolio.
• Proactively mitigating risk to strengthen retention.
• Partnering with Account Executives to identify and accelerate expansion.
• Leveraging data, automation, and digital-first programs to scale success efficiently.

Your leadership will directly impact how Atlassian scales customer success in this fast-growing segment.Responsibilities

• Lead & Develop the Team: Hire, coach, and mentor CSMs to deliver outcomes, grow their skills, and build their careers.
• Set Clear Objectives: Drive adoption, retention, and expansion OKRs aligned to Atlassian's strategy.
• Operational Rigor: Ensure your team consistently uses Success Plans, Gainsight, Salesforce, and BI tools to manage their accounts and report outcomes.
• Customer Health & Risk Management: Guide the team in monitoring customer health, identifying risks early, and executing mitigation strategies.
• Cross-Functional Collaboration: Partner closely with Sales, RevOps, Marketing, and Product to deliver joint account plans and lifecycle plays.
• Voice of the Customer: Aggregate customer insights and advocate internally to influence product and solution strategy.

Your Background

• 5-7 years of experience in Customer Success, Account Management, or SaaS customer-facing roles.
• 2+ years of people management experience (leading CSMs, account managers, or other customer-facing roles).
• Strong understanding of customer success methodologies, including Success Plans and adoption frameworks.
• Familiarity with Atlassian products (Jira, Confluence, JSM) and common mid-market use cases a plus.
• Comfortable operating in a data-driven environment, with experience using Gainsight (or similar), Salesforce, and BI tools like Tableau.
• Strong communicator able to align across matrixed account teams and influence executive stakeholders.

Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $174,600 - $227,950
Zone B: $156,600 - $204,450
Zone C: $144,900 - $189,175
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones 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.
Benefits & Perks
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 .