Enterprise Customer Success Manager - Southeast Asia

Role Overview

Atlassian is seeking an Enterprise Customer Success Manager based in Singapore to support strategic and enterprise clients across Southeast Asia, including countries such as Singapore, Malaysia, Indonesia, Thailand, Vietnam, and the Philippines. This position focuses on helping customers extract maximum value from their Atlassian investments through adoption, change management, and sustained growth. The role involves guiding complex clients across diverse languages, cultural contexts, and regulations, while connecting product usage to tangible business outcomes.

Key Responsibilities

• Establish trusted advisory relationships with customer executives and regional teams, driving impactful conversations and fostering momentum to translate strategic intentions into actionable results.
• Manage a customer portfolio in Southeast Asia, mainly Singapore, collaborating closely with Account Executives, Solution Engineers, Partners, and Support teams to deliver regionally tailored, outcome-driven programs.
• Develop and maintain Customer Success Plans integrating regular reviews and strategic sessions, centered on measurable business goals, adoption rates, and value realization.
• Oversee post-sales activities centered on relationship nurturing, product expertise, and targeted execution to ensure customer satisfaction and expansion.
• Build and uphold strong technical knowledge across Atlassian solutions, including AI capabilities, integrations, governance, and product configurations, tailoring communication to customer's specific needs.
• Drive early and ongoing product adoption by enabling clients to activate relevant features, encourage behavior changes, and demonstrate achieved outcomes.
• Identify, escalate, and mitigate risks of customer churn proactively by leveraging data insights and collaborating with internal teams to resolve obstacles.
• Advocate for customers internally by providing feedback to refine Atlassian's offerings and better meet enterprise client needs.

Requirements and Qualifications

• Based in Singapore with ability to engage and travel across Southeast Asia as necessary to maintain executive-level relationships and support customer success.
• Fluent in English and at least one Southeast Asian language such as Thai, Vietnamese, Bahasa Indonesia, or Malay; additional regional language skills are advantageous.
• 5 to 8 years’ experience in Customer Success or Account Management managing complex SaaS enterprise portfolios and leading strategic, multi-stakeholder programs without direct authority.
• Proven ability to act as a trusted advisor, create and implement success plans aligned with business objectives, and quantitatively link adoption to business value.
• Strong understanding of Jira and Confluence use cases, SaaS platform technical fluency including AI integration, workflow customization, data governance, and configuration analysis.
• Experience coordinating with cross-functional teams in product, sales, support, and marketing to ensure an excellent customer journey and quickly adapt to changing priorities.
• Familiarity with AI concepts, identifying new AI-driven work methods, and fostering customer adoption of innovative solutions with measurable results.
• Excellent executive communication skills with the presence to inspire urgency and motivate internal and external stakeholders.
• Resourceful and adaptable mindset able to handle ambiguity and shifting information to achieve customer outcomes.
• Experience with tools such as Gainsight or similar CRM platforms, Salesforce, and BI tools like Tableau.

Additional Information

Atlassian supports flexible workplace arrangements globally, allowing team members to work from offices, homes, or a mix. This role, however, requires onsite presence in Singapore. The company values teamwork and is recognized globally for enabling organizations to improve how teams collaborate and deliver value through technology.