Customer Success Manager - Atlassian

SmartBear is looking for a Customer Success Manager to join our growing CS organization, focused on our Atlassian Marketplace portfolio — specifically Zephyr and Zephyr Squad. This is a High Touch role, owning a named book of enterprise accounts who have purchased through the Atlassian Marketplace and rely on Zephyr products as a core part of their QA and test management practice.

This role sits at the intersection of two significant dynamics: driving long-term customer health and adoption within Jira-native environments, and managing a critical and active migration program as customers transition from Zephyr Squad to the new Zephyr architecture. You will be the primary post-sale relationship owner for these accounts, guiding them through both ongoing success and meaningful product change.

The Role Spans Three Areas

Squad Migration Management

A significant and active migration program is underway across the Zephyr Squad customer base. The CSM will work closely with customers and internal teams to guide enterprise accounts through their migration journey — ensuring they have a clear plan, understand their options, and remain confident and on track throughout the process.

Direct Post-Sale Success

The CSM will own a named book of High Touch accounts as their primary SmartBear relationship owner — driving adoption, managing renewals, identifying expansion opportunities, and delivering structured Business Reviews that connect Zephyr to the customer’s broader QA program goals.

Partner Success

On an ad-hoc basis, the CSM will support the SmartBear Atlassian Solution Partner team — providing migration guidance, product expertise, and escalation support to partners as they help their own customers navigate the Zephyr ecosystem.

The Migration Program

A significant migration program is underway across the Zephyr Squad customer base, and this CSM will be central to that program.

A new JCMA Data Canter upgrade path is also planned for Q3 2026, enabling customers to transition from Jira Data Canter to Jira cloud and land directly on the newest edition of Zephyr. This adds an additional migration motion that the CSM will need to manage proactively.

These migrations are complex, high-stakes, and require structured customer engagement — the CSM must be comfortable holding conversations across technical, program, and business stakeholder audiences to keep accounts on track and confident throughout the process.

What You’ll Do

Customer Ownership & Relationship Management

• Own a named book of High Touch accounts as their primary SmartBear relationship owner
• Drive product adoption and customer health across Zephyr (Essential, Standard and Advanced editions) and Zephyr Squad, helping customers embed these tools effectively into their Jira-based QA workflows
• Conduct structured Business Reviews that connect Zephyr usage to customer QA program goals and broader engineering outcomes
• Navigate the dual-vendor dynamic of the Atlassian Marketplace relationship with confidence, acting as a knowledgeable partner across both SmartBear and Atlassian touchpoints

Migration Program Management

• Guide customers through their Zephyr Squad migration journey — whether Data Center to Cloud, Cloud Legacy to Essential or Standard edition, or the upcoming Q3 2026 Data Center upgrade program
• Act as the customer’s primary point of coordination through migration, ensuring they understand their options, the data migration implications of each path, and have a clear, agreed plan in place
• Proactively identify accounts that are unplanned or stalled on migration and build targeted engagement strategies to move them forward
• Partner with internal technical and product teams to escalate migration blockers and ensure customer timelines are protected

Risk, Retention & Expansion

• Identify and action risk signals early — building recovery plans and escalating where needed to protect retention
• Spot and route expansion opportunities — additional licenses, seat growth, adjacent SmartBear products — in partnership with Sales
• Maintain accurate, up-to-date customer health data and engagement records in Planhat, our CS platform
• Represent the voice of the customer internally, feeding product feedback and market signals to Product and the wider CS organization

What We’re Looking For

• 3–5+ years in a Customer Success or equivalent post-sale role, ideally within SaaS or a DevOps/QA tooling environment
• Experience managing customers through platform migrations or major product transitions — you are comfortable holding structured conversations about timelines, data, and change management with both technical and business stakeholders
• Experience covering enterprise or mid-market accounts with meaningful ARR responsibility

Domain Knowledge

• Hands-on familiarity with the Atlassian ecosystem — Jira and Confluence at minimum; Jira Service Management a plus
• Working knowledge of QA and test management practices — you do not need to be a tester, but you need to understand how engineering teams think about quality
• Comfortable holding commercially aware conversations — you understand retention, expansion, and renewal dynamics

Ways of Working

• Self-directed and comfortable operating in a growing, maturing CS function where structure is being built
• Strong communicator who can engage confidently across practitioner, admin, and senior stakeholder audiences
• Based in India, with availability to collaborate with EMEA teams as required

Nice to Have

• Atlassian Marketplace experience — either as a CSM covering marketplace-sold accounts or within an Atlassian partner organization
• Atlassian certification (e.g. Jira Administrator, Atlassian Certified Professional)
• Familiarity with CS platforms such as Planhat, Gainsight, or Churn Zero
• Experience working alongside or supporting channel or solution partners

Why This Role

This is a high-visibility role within a CS organization that is actively investing in structure, tooling, and segmentation. You will be joining at a point where the function is being built properly — with a clear operating model, a CS platform (Planhat) being implemented from the ground up, and leadership that takes CS seriously as a growth driver.

The Zephyr migration program adds genuine complexity and importance to this role. This is not a steady-state CSM position — it requires someone who can manage customer confidence and program momentum simultaneously, across a customer base navigating meaningful change. The Q3 2026 Data Center upgrade path will introduce further scope, and this CSM will be at the center of it in India.

If you are a CSM who thrives in dynamic environments, wants to own something significant, and has the Atlassian and QA domain credibility to hit the ground running — this role is built for you.