The Ampin App
deep insights into the Atlassian community

We’re looking for a Customer Success Manager (CSM) to orchestrate the end-to-end customer lifecycle—from onboarding and sustained adoption to value-based renewals and expansions—serving as the link between the customer’s business objectives and our solution. The role covers post-sales management for a portfolio of strategic accounts, with the primary objective of building trust-based relationships that drive adoption, retention, and account expansion. Key collaboration across New Business, Implementation, Professional Services, Customer Success, Account Management, and Marketing, with KPIs including retention, net-dollar retention (NDR), adoption, incremental ARR, and CSAT. Responsibilities include managing the portfolio across the full lifecycle, orchestrating onboarding and adoption with Implementation and Professional Services, and establishing a strategic cadence of monthly touchpoints and executive reviews to demonstrate ROI and align milestones. You will monitor account health, identify churn risks, prepare renewals and plan expansions through account mapping and cross-sell/upsell efforts, optimize workflows and integrations to boost adoption and executive visibility, and conduct consultative discovery using the Before > Negative Consequences > After > Positive Outcomes framework to connect challenges with measurable results.

As a Senior UX Researcher, you will play a central role in informing product direction across multiple teams and business units, lead high-impact research, mentor others, and drive evidence-based decision-making at strategic and tactical levels, working with Product, UX, Engineering, and Leadership to ensure solutions are usable, valuable, and aligned with real customer needs, in a role that rewards autonomy, thrives on complexity, and aims to shape roadmaps and long-term strategy. You’ll lead meaningful research that drives product impact and deliver foundational and strategic research that guides product direction and supports business goals. You’ll translate user insights into clear, actionable recommendations that shape product roadmaps, develop deep domain expertise within your assigned product or problem area, and champion user-centricity across teams. You’ll partner with senior stakeholders to align research planning, priorities, and timelines; mentor junior researchers and enable cross-functional colleagues to conduct high-quality research; and collaborate closely with UX designers, becoming the voice of the user in design conversations; ensure excellence in research execution. You’ll manage multiple projects simultaneously, coordinate internal and external research resources, produce compelling deliverables and presentations that influence decisions at all levels, and help develop research ops processes, including participant recruitment and continuous improvement initiatives.