Senior Customer Success Manager (Japanese speaking)

In this role, you will:

• Develop a trusted advisor relationship with customers at the C-suite and executive level, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.

• Lead the Customer Success team in Japan as a Senior member.

• Coach, mentor, and hire staff, supporting their onboarding and growth.

• Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams.

• Guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions.

• Experience navigating complex implementation processes with multiple partners globally to meet complex enterprise needs.

• Understand our products and solutions and speak with customers about the most relevant features for their specific requirements.

• Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions.

• Develop and execute adoption strategies targeting high-value accounts, driving change management, and expanding customer footprint.

• Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with your account team, particularly the Account Associate.

• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Strategic customers.

Your background:

• 8-10+ years of experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.

• Fluent in both English and Japanese.

• Experience leading a service portfolio, teams, mentoring, and developing others.

• Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.

• Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.

• Understanding of common Jira and Confluence end-user use cases and ways of working, with the ability to demonstrate those use cases and understanding of configuration trade-offs.

• Collaborate internally across product, sales, support, and marketing to facilitate a smooth customer experience.

• Experience balancing a book of business in a customer-facing environment.

• Problem-solving skills and a customer-centric mindset.

• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

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.