Senior Customer Success Manager

About Easy Agile

Easy Agile is an Australian founded bootstrapped start-up. We have four products built on top of Atlassian’s flagship product Jira, sold via the Atlassian Marketplace. Profitable from year 1, we are on a truly unique journey with an emphasis on work/family/community/self balance, while growing a high-performing team. Due to our extremely fortunate position, we are driven by giving back to our community and our people - enabling our people to live the lives they only dreamed of.

Now, we’re excited to expand our team internationally with our first hire in Canada! We have office spaces in New South Wales, Victoria and Queensland, with a growing team distributed along the Australian coast— anywhere from Adelaide to Tweed Heads. We offer flexible working and as we grow globally, we’re excited to foster strong connections across time zones, with opportunities to collaborate and connect face to face throughout the year.

We believe that being agile is a mindset, and that true agility unlocks a team’s potential to be happier at work, have more impact in the solutions they’re building, and be more focused on their customer’s success! That’s why our purpose is to help organisations realise the benefits of being agile. We’re proud to call over 1,900 companies our customers, including Netflix, Harvard, Amazon, Lego, Mercedes and Twitter.

About the role:

As Easy Agile’s dedicated Customer Success Manager and first Vancouver based hire, you’ll be the go to person for our evaluators and customers, helping them unlock the full potential of our products and achieve their goals. You’ll be joining a talented Customer Experience team of four and collaborating closely with our Marketing and Partnerships teams to drive customer activation, retention and advocacy by delivering tailored high touch experiences.

• Through strategic account management, you’ve played a critical role in renewals and expansion. You’ve designed and optimised onboarding experiences that accelerate time-to-value, reducing churn and boosting customer activation and engagement.
• Your insights and advocacy have influenced product improvements and roadmap priorities, ensuring our customer needs are at the forefront and their experience is continually enhanced.
• You’ve worked closely with Go to Market and Product teams to scale your impact across the organisation and drive key customer initiatives to completion.
• Your data-driven approach has helped refine our customer health metrics. You’ve identified opportunities and risks early, proactively addressing them to improve engagement and retention.
• We have a Customer Success playbook that sets out a consistent, proactive approach to onboarding, adoption, renewals and expansion, enabling our team to scale while continuing to delivering exceptional experiences.

• You have 5-6 years of experience in Customer Success or Account Management for SaaS products.
• You’re passionate about building strong relationships with customers and love seeing them succeed. Helping people navigate challenges, uncover opportunities and get the most out of a product is what drives you.
• You have experience working in an Agile environment and are familiar with agile frameworks and principles, allowing you to understand and address the unique challenges and opportunities our customers face.
• You’re comfortable working with data, using insights to inform decisions and track customer health.
• You’re skilled at managing multiple accounts while prioritising efforts based on customer impact and business goals.
• You’ve successfully worked with globally distributed teams and can manage your work autonomously.
• You thrive in ambiguity and can create structure from scratch. When gaps exist, you take initiative— whether it’s building success playbooks, experimenting with new engagement tactics, or building and improving internal processes.
• You’re an excellent communicator who can simplify complex ideas, tailor your approach to different audiences and ensure customers feel heard and valued.
• You work well in a collaborative environment where you can partner closely with cross functional teams to ensure that customers are fully supported.

• Worked in the Atlassian ecosystem previously, either within Atlassian, a marketplace builder or partner.

To support you at work and play, here are the fantastic benefits and perks you’ll enjoy at Easy Agile

- Flexible working options (because we value outcomes over output).

- Four paid volunteer days a year to dedicate to your favourite cause.

- An annual learning allowance of $4,500 CAD to help you up-level your skills.

- Bi-annual hackathon days to explore new ideas.

- Half days off on Fridays from December through to February.

- $1800 CAD to put towards your home-office fit out (if you choose to work from home).

- Travel to spend time with your Australian team mates each year.

- Opportunities to travel overseas to conferences to learn more about our customers and agile.