Customer Success Manager, Mid Market

As a Customer Success Manager, Mid Market at Atlassian in New York, NY, you will own the end‑to‑end experience for a portfolio of high‑growth mid‑market customers, ensuring they extract maximum value from Atlassian’s collaboration suite. You act as the trusted advisor who translates product capabilities into tangible business outcomes, driving adoption, renewal, and expansion across dynamic teams. By aligning customer goals with Atlassian’s roadmap, you directly influence market penetration and reinforce our reputation as the go‑to platform for modern work. The role offers a clear path to senior leadership, with opportunities to lead larger strategic accounts, shape product feedback loops, and mentor emerging talent within the Customer Success organization.

Key responsibilities include:
- Building and executing strategic success plans that accelerate product adoption and ROI for each mid‑market account.
- Conducting quarterly business reviews, delivering data‑driven insights, and identifying upsell opportunities.
- Partnering with Sales, Solutions Engineering, and Product teams to resolve complex technical issues and influence feature priorities.
- Monitoring health metrics (NPS, churn, usage trends) and proactively intervening to mitigate risk.
- Coaching customers on best practices for Agile, DevOps, and collaborative workflows using Jira, Confluence, and Trello.
- Managing escalations with a calm, solution‑focused approach and maintaining clear communication across stakeholders.
- Reporting progress to the Senior Director of Customer Success and contributing to team knowledge bases.

Joining Atlassian means becoming part of a culture that celebrates curiosity, openness, and impact. You’ll thrive in an environment where continuous learning is encouraged—access to internal training, certifications, and a global network of experts. Atlassian’s commitment to sustainable, inclusive growth ensures you’ll work on products shaping the future of work while advancing your career through clear promotion tracks and cross‑functional exposure. This Customer Success Manager, Mid Market role in New York, NY, USA is uniquely positioned to blend strategic influence with hands‑on execution, empowering you to drive real business transformation for our customers and accelerate your own professional trajectory.