Customer Success Associate

Job Description
About the role

As a Customer Success Associate, you’ll work with a broad portfolio of customers, helping them successfully onboard, adopt, and grow their use of ScriptRunner products. You’ll play an important role in maintaining a proactive, one-to-many customer success approach — educating and enabling users, monitoring customer health, and helping customers realise clear value and ROI.

You’ll also act as the voice of the customer, feeding recurring issues, product feedback, and feature requests into our internal teams. From supporting renewals and identifying expansion opportunities, to answering customer questions and engaging in community discussions, this is a varied and impactful role for someone who thrives in a fast-paced, customer-focused environment.

What you’ll be doing

Helping customers succeed

Support onboarding, adoption, and ongoing usage of ScriptRunner products across a large portfolio of small to medium-sized customer accounts
Proactively engage customers at key moments in their journey to drive retention, satisfaction, and product utilisation
Advise customers on ScriptRunner use cases and help them get maximum value from the platform
Use customer insights, feedback, and data to improve the customer experience and help shape future product direction
Identify opportunities to expand customer value through upsell and cross-sell conversations aligned to their goals

Supporting the wider customer journey

Respond to a variety of customer needs, including security and compliance questions, contract-related requests, discount or extension approvals, and general enquiries
Work closely with internal teams such as legal, product, and commercial teams to support customer outcomes efficiently and effectively

Engaging with the community

Join conversations with ScriptRunner users across the Atlassian Community, Reddit, and similar platforms
Spot opportunities to add value, answer questions, and connect customers with the right internal experts when needed

Influencing product and customer experience

Share recurring customer issues and feature requests with product teams
Stay up to date on ScriptRunner products, services, and the wider Atlassian ecosystem so you can confidently advise customers and recommend relevant solutions

Qualifications
What we’re looking for

Excellent organisational, prioritisation, and interpersonal skills
Confidence engaging with end users and building strong rapport
Strong listening skills and a genuine desire to understand customer needs
Empathy and emotional intelligence
A customer-first mindset
Clear and effective communication skills
Willingness to learn technical and coding skills
A few nice to haves

Knowledge of the Atlassian ecosystem
Experience in Customer Success, Account Management, or a similar customer-facing role
Experience working with technology platforms
Consultative skills
Experience with ScriptRunner
Scripting experience or familiarity with scripting languages
Strong technical aptitude
A second language