Customer Success Associate - EMEA
The Adaptavist GroupCompany Description
ScriptRunner, part of The Adaptavist Group, is the market leader in automation and customisation for Atlassian tools like Jira, Confluence, and beyond. We push the boundaries of what's possible—helping teams around the world unlock unlimited possibilities for automation, customisation and integration with our must-have suite of super-apps.
Our mission is simple: automate boring, time-consuming or critical tasks to optimise day-to-day running and ensure that everyone sleeps easy.
Come join us and be part of the fun—there's never been a better time to make your mark.
What we offer you
We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices.
Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS.
Our trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.
Read our full list of benefits
Job Description
About the role
By using their knowledge of ScriptRunner and the Atlassian ecosystem, the Customer Success Associate will help maintain a one-to-many approach to proactively educate, enable and empower users of the ScriptRunner product portfolio. They will also help identify the overall health of each individual customer and report accurately on the likelihood of renewal and any growth opportunities. They are responsible for cultivating and maintaining high levels of customer satisfaction and recognition of ROI.
They will also ensure that all users of the ScriptRunner Loop platform receive a suitable and timely response. They will drive efficiencies throughout the customer journey to improve utilisation of the ScriptRunner products, whilst in turn act as the voice of the customer by providing feedback to the internal teams on recurring issues and product feature requests.
What you'll be doing
- Supporting small to medium customer accounts through onboarding, adoption, and ongoing use of ScriptRunner products.
- Building strong relationships by checking in with customers at key moments to ensure satisfaction and retention.
- Advising customers on best practices and use cases, while spotting opportunities to expand value through upselling or cross-selling.
- Acting as a trusted point of contact for queries, from product advice to compliance and contract support.
- Engaging with the ScriptRunner Loop community by moderating discussions, answering questions, and connecting members with subject experts.
- Gathering customer feedback through both qualitative and quantitative methods to improve the experience and inform product roadmaps.
- Feeding customer insights back to product teams to influence roadmaps and solutions.
- Staying up to date on ScriptRunner products and industry trends within the Atlassian ecosystem to provide informed guidance.
Qualifications
What we're looking for
This role requires somebody who has the flexibility and focus to maintain a high level of performance across differing tasks and projects. This person should engage and build rapport with users of the ScriptRunner products. This is a client-facing role and must always have the success of the customer at the forefront of any decisions made.
- Excellent organisational, prioritisation and interpersonal skills
- Ability to engage with end users of Adaptavist customers
- Listening and seeking to understand
- Relational intelligence
- Empathy
- Customer-centric view
- Communication
- Willingness to develop technical and coding skills
A few nice to haves
- Understanding of the Atlassian ecosystem
- Customer Success or Account Management background
- Experience working for technology platforms
- Consultative skills
- ScriptRunner Experience
- Proficiency in scripting languages or scripting experience
- Technical aptitude or proficiency
Additional Information
Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that's listed just yet.
Drop us your application, we’d love to hear from you!
What to expect
We have published some support on Interviewing with us to try to alleviate any pre-interview anxieties, here you’ll find information to help you prepare and ace an interview at TAG.
You can read them here
Equal opportunities for everyone
At The Adaptavist Group, we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status. From our family-friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us.
We look forward to your application!