Sr. Readiness Manager, Customer Success at Loom
San Francisco, CA
About the Job
Overview
Working at AtlassianAtlassians 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
Interviews and onboarding are conducted virtually, a part of being a distributed-first company.Your Future TeamAt Atlassian, our Customer Success Enablement team is a dynamic blend of creativity and data-driven insights, designed to empower our post-sales teams to deliver exceptional customer experiences
As a Senior Customer Success Readiness Manager, you'll be an integral part of this team, reporting to the Manager of Sales & Success Readiness
You'll act as a strategic partner, content creator, program owner, and mentor, driving behavioral change to benefit both our business and our customers
Our team excels in designing learning programs, creating e-learnings, async content and training sessions, and supporting transformative initiatives to boost customer satisfaction and retention.
Responsibilities
What You'll DoLead strategic enablement activities to ensure our Customer Success teams master the necessary knowledge, tools, and assets to enhance customer relationships with Atlassian solutions.Develop and oversee engaging learning sessions and training content, working closely with cross-functional teams such as Product, Marketing, Sales, and Customer Support.Identify learning needs and design tailored training sessions, incorporating diverse activities and techniques to enhance the learning experience.Contextualize and refine product and marketing messages to align with customer success strategies.Design dynamic project roadmaps focused on improving customer outcomes, selecting suitable methodologies and developing contingency plans.Collaborate with Customer Success Leadership to foster a coaching culture, improving engagement across Customer Success Managers, Global Renewals, and Advisory Services teams.Utilize tools like Salesforce, Gainsight, and Highspot to align enablement with product updates, customer campaigns, and events.Uphold and share Atlassian's core values across the organization.Background Experience & CompetenciesExperience: A minimum of 5 years in customer-focused roles, including customer success training or support, with at least 2 years in enablement or training at a B2B enterprise tech company.Proven track record of enhancing customer satisfaction, retention rates, and overall customer experience.Experience in managing customer relationships and achieving retention, growth, and profitability goals.Skills: Mastery of excellent communication, project planning, and strategic sales planning
Proficiency with tools like Salesforce, Gainsight, and other relevant platforms.Behaviors: Collaborative, customer-centric, data-driven, and goal-oriented, with a strong ability to build cross-functional relationships.Knowledge: Deep understanding of organizational offerings, industry segments, customer lifecycle methodology, and success technologies.Education: Bachelor’s degree required; Master’s degree or equivalent is a plus.
Qualifications
CompensationAt 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: $150,300 - $200,400Zone B: $135,300 - $180,400Zone C: $124,700 - $166,300 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.Our perks & benefitsAtlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community
Our offerings include health coverage, paid volunteer days, wellness resources, and so much more
Visit go.atlassian.com/perksandbenefitsto learn more.About AtlassianAt 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.Job SummaryCategory: Sales
Working at AtlassianAtlassians 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
Interviews and onboarding are conducted virtually, a part of being a distributed-first company.Your Future TeamAt Atlassian, our Customer Success Enablement team is a dynamic blend of creativity and data-driven insights, designed to empower our post-sales teams to deliver exceptional customer experiences
As a Senior Customer Success Readiness Manager, you'll be an integral part of this team, reporting to the Manager of Sales & Success Readiness
You'll act as a strategic partner, content creator, program owner, and mentor, driving behavioral change to benefit both our business and our customers
Our team excels in designing learning programs, creating e-learnings, async content and training sessions, and supporting transformative initiatives to boost customer satisfaction and retention.
Responsibilities
What You'll DoLead strategic enablement activities to ensure our Customer Success teams master the necessary knowledge, tools, and assets to enhance customer relationships with Atlassian solutions.Develop and oversee engaging learning sessions and training content, working closely with cross-functional teams such as Product, Marketing, Sales, and Customer Support.Identify learning needs and design tailored training sessions, incorporating diverse activities and techniques to enhance the learning experience.Contextualize and refine product and marketing messages to align with customer success strategies.Design dynamic project roadmaps focused on improving customer outcomes, selecting suitable methodologies and developing contingency plans.Collaborate with Customer Success Leadership to foster a coaching culture, improving engagement across Customer Success Managers, Global Renewals, and Advisory Services teams.Utilize tools like Salesforce, Gainsight, and Highspot to align enablement with product updates, customer campaigns, and events.Uphold and share Atlassian's core values across the organization.Background Experience & CompetenciesExperience: A minimum of 5 years in customer-focused roles, including customer success training or support, with at least 2 years in enablement or training at a B2B enterprise tech company.Proven track record of enhancing customer satisfaction, retention rates, and overall customer experience.Experience in managing customer relationships and achieving retention, growth, and profitability goals.Skills: Mastery of excellent communication, project planning, and strategic sales planning
Proficiency with tools like Salesforce, Gainsight, and other relevant platforms.Behaviors: Collaborative, customer-centric, data-driven, and goal-oriented, with a strong ability to build cross-functional relationships.Knowledge: Deep understanding of organizational offerings, industry segments, customer lifecycle methodology, and success technologies.Education: Bachelor’s degree required; Master’s degree or equivalent is a plus.
Qualifications
CompensationAt 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: $150,300 - $200,400Zone B: $135,300 - $180,400Zone C: $124,700 - $166,300 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.Our perks & benefitsAtlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community
Our offerings include health coverage, paid volunteer days, wellness resources, and so much more
Visit go.atlassian.com/perksandbenefitsto learn more.About AtlassianAt 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.Job SummaryCategory: Sales
