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Loyalty Advocate/Customer Success Manager, Loom

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Employer Provided Salary: 87,400-140,400 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

Join the dynamic and forward-thinking Loom (Atlassian's) Loyalty Advocate team, where innovation meets impact. As a Loyalty Advocate, you play a pivotal role in empowering our customers to revolutionize their communication strategies. You'll take charge of ensuring adoption, revenue retention, and exponential growth within your dedicated portfolio. Our team ethos revolves around fostering trust-based relationships to enhance video communication and deliver unparalleled value through Loom. We are on the lookout for proactive and ambitious customer advocates to join us on this exciting journey.

  • Drive End-to-End Success: Assume ownership of the comprehensive success of your portfolio, focusing on revenue retention, growth, and ensuring exceptional customer satisfaction metrics.
  • Renewal and Growth Leadership: Take charge of renewal and growth conversations, approaching them strategically to maximize customer value and satisfaction.
  • Strategic Alignment: Forge close alliances with customers, understanding their goals and priorities. Proactively plan and manage customer relationships, steering them towards targeted outcomes related to license adoption and Loom usage.
  • Holistic Customer Understanding: Cultivate in-depth knowledge about your customers' organizations, honing in on executive stakeholders, IT influencers, and end users. Leverage this insight to enhance and optimize customer workflows.
  • Data-Driven Decision-Making: Showcase your organizational and data-driven prowess. Analyze extensive data sets, deciphering trends, and identifying leading indicators to influence strategic decision-making.
  • Advocacy: Champion the interests of our customers, ensuring alignment with their best interests and needs.
  • Leverage Customer Metrics: Utilize customer usage metrics to uncover opportunities for expanding Loom's impact and footprint with our customers.
  • Team Contribution: Actively contribute to the growth of the Loyalty Advocate team. Bring a strong team-oriented approach, share knowledge, and best practices. Participate in hiring activities to fuel the team's expansion.
  • Adaptability: Thrive in a fast-paced environment, efficiently managing multiple priorities involving internal and external stakeholders.

  • Experience:
    • 5+ years in customer-facing roles focusing on Customer Success and Renewals for enterprise customer in SaaS industry
    • 2+ years in a startup SaaS company
    • Proven ability to collaborate with internal teams and customer stakeholders to comprehend their goals and deliver valuable insights.
  • Tech Proficiency:
    • Familiarity with building reporting in Salesforce, creating campaigns in Outreach, and the ability to generate marketing content.
  • Start-up Savvy: Exhibit a natural inclination for thriving in fast-paced, start-up environments. Your adaptability and agility will be key assets in this dynamic setting.
  • Commercial Acumen: Demonstrate a robust commercial orientation and a track record of achieving aggressive Net Dollar Retention targets.
  • Negotiation Expertise: Exhibit proficiency as a seasoned negotiator, adept at bringing in the right stakeholders to successfully close deals.
  • Entrepreneurial Mindset: Embrace an entrepreneurial mindset, taking complete ownership of your portfolio's growth trajectory. Your effort directly correlates with the outcomes achieved.
  • Proactive Approach: Tackle challenges head-on with a proactive attitude.
    • Innovation for new campaign ideas, driving adoption, and building processes
  • Consultative Nature: Possess a consultative nature, with a high degree of empathy to identify and understand customer pains, goals, and opportunities.
  • Strategic Leadership: Quickly identify and capitalize on opportunities for customers, leading strategic and commercial conversations to drive successful closures.

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $105,300 - $140,400
Zone B: $94,800 - $126,400
Zone C: $87,400 - $116,600
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
To learn more about our culture and hiring process, visit .

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What are Atlassian Perks + Benefits

Atlassian Benefits Overview

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, plenty of food and drinks, ergonomic workstations, employer-paid insurance coverage for you and your family, pension and more.

We're a global company and each of our office locations also has its own unique perks and benefits. Some of our benefits vary slightly by location.

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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