Customer Success Associate

## Company Description [ScriptRunner](http://www.scriptrunnerhq.com), part of [The Adaptavist Group](https://www.theadaptavistgroup.com/), 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](https://www.theadaptavistgroup.com/careers) ## 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…