Atlassian · 15 hours ago
Senior Manager, Support Account Management
United States
Full-time
Remote
Senior Level, Lead/Staff
10+ years expAtlassian is a company focused on unleashing the potential of every team through their software products. They are seeking a Senior Manager for Support Account Management to lead support teams, enhance customer service quality, and foster a culture of excellence while managing relationships with strategic customers.
CollaborationEnterprise SoftwareSaaSSoftware
Responsibilities
Develop and implement recruitment strategies to identify and hire top talent that aligns with Atlassian’s values and goals
Foster a healthy culture that promotes collaboration and growth
Provide regular feedback and coaching to help senior individual contributors grow in their roles to maximize their potential
Manage team performance effectively by upholding high standards and accountability. Set clear performance expectations and goals for all team members to ensure optimal productivity and success
Establish and execute structured operating rituals to enhance team efficiency, and regularly assess and refine operating rituals to adapt to changing team and business needs
Define success metrics to measure process improvements' impact on team performance. Encourage feedback and suggestions from team members to foster a culture of continuous improvement
Work closely with senior leadership to understand strategic priorities and translate them into actionable team objectives
Develop and nurture long-term relationships with key customers and stakeholders to understand their needs and expectations
Serve as the primary contact for escalated issues from high-profile clients, ensuring timely and effective resolution
Monitor and assess customer account health, identify potential risks, and collaborate with technical teams to ensure that customer solutions are technically sound and aligned with their business goals
Work closely with Engineering, Product, and other cross-functional teams to prioritize customer-driven features and improvements
Qualification
Required
At least 10 years of experience leading a global technical team (support, services, or success) at an Enterprise tech company
Experience working and partnering with large Enterprise/Strategic accounts
Experience building relationships with customer executive leadership
Experience working and partnering with customer-facing teams such as Customer Success, Sales, and Technical Account Management
Demonstrated experience with hiring, resource planning expertise, and implementation of professional development programs, growing leaders, and individual contributors
Demonstrated experience building a customer-centric culture that advocates for the customer's needs
Exceptional behavioral assessment capability and the ability to teach this to others
A strong learning orientation and examples of high rates of professional growth
Preferred
Strong knowledge of Enterprise/Strategic accounts with a focus on improving customer satisfaction
Experience analyzing data to derive insights, trends, and improvements to drive customer satisfaction
Experience in recruiting, retaining, and building high-performing, passionate support teams with a customer-centric culture that champions legendary customer support
Experienced people leader, developing talent-nurturing programs that grow strong SAMs
Create, organize, and communicate strategies 3-6 months ahead. Partnering with global peers in aligning the strategies
Strong communication and sophisticated organizational skills
Excellent judgment and decision-making skills
Benefits
Health and wellbeing resources
Paid volunteer days
Company
Atlassian
Atlassian is a software company that offers proprietary software products for teamwork, project management, and software development.
10001+ employees
H1B Sponsorship
Atlassian has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (351)
2024 (184)
2023 (190)
2022 (259)
2021 (156)
2020 (162)
Funding
Current Stage
Public CompanyTotal Funding
$210MKey Investors
T. Rowe PriceAccel
2015-12-10IPO
2014-04-08Secondary Market· $150M
2010-07-14Series A· $60M
Leadership Team
Michael Cannon-Brookes
Co-founder & Co-CEO
Scott Farquhar
Co-Founder and Board Member
Recent News
2026-01-23
Investing.com
2026-01-16
Company data provided by crunchbase