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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
The team and roleReporting to Loom’s Onboarding Lead, you will initially focus on leading new customer implementations, ensuring the successful onboarding of Loom’s customers. Over time, you will transition into a broader customer success manager role, concentrating on building long-term relationships, driving production adoption and expansion. We looking for ambitious and thoughtful customer advocates, who are eager to build meaningful relationships with our customers and help us build the foundations of what it means to do Customer Success at Loom
You will...Own the onboarding and adoption for a high-volume book of Loom's customers, responsible for revenue retention, growth, and customer happiness metrics. Within this overarching goal, you will:
Establish close alignment with your customers around their goals and priorities, and proactively plan and manage the customer relationship to achieve their target outcomes;
Cultivate your knowledge about our customers’ organizations, focusing on what matters for executive stakeholders, IT stakeholders, and end users, while informing and improving our customers' workflows;
Serve as a representative of Loom to our customers, conveying our strategic and product direction, and sharing how this direction will contribute to our customers’ collaboration goals;
Serve as a representative of our customers back to Loom's cross-functional teams, advocating on their behalf to ensure we’re working in the best interests of our customers;
Use customer usage metrics to find opportunities to deepen Loom's footprint and impact with our customers; and,
Ensure the successful implementation and onboarding of Loom’s customers, managing expectations and engagement during the initial phase of their relationship.
With each new onboarding you conduct, you’ll be helping to refine the overall onboarding strategy, and identifying additional ways that we can maximize the value our customers receive.
Contribute to the development of the Customer Success team by bringing strong team-orientation, finding opportunities to share knowledge and best practices, and participating in hiring as needed to fuel the team’s expansion.
Operate in a fast-paced environment, juggling priorities of multiple internal and external parties.
You could be a good fit if...You have past experience leading customer onboarding and implementation within a SaaS environment.
You’re excited to talk to our customers and make them wildly successful using Loom!
Enterprise readiness- you have experience working with large Enterprise customers, and understand their technical needs and requirements.
You thrive when delighting customers, eager to exceed their goals and expectations.
You are organized and data-driven, comfortable with analyzing large data sets to understand trends and identify leading-indicators to influence decision-making.
You have excellent, thoughtful written and verbal communication skills. Effective communication is one of your superpowers.
You take immense pride in your work, and approach even little tasks with craftsmanship and care. You sweat the details.
You’re proactive. No challenge is too large for you to tackle it and see it through to completion.
You have 5+ years of experience in customer-facing roles.
You’re excited to pursue revenue retention and customer health targets that will fuel Loom's growth.
You're eager to work in and learn from a fast-paced, start-up environment.
You are familiar with Salesforce, Outreach and comfortable creating your own marketing content for campaigns.
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: $116,600 - $155,500
Zone B: $104,900 - $139,900
Zone C: $96,800 - $129,000
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.
Atlassian 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/perksandbenefits to learn more.
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.