Customer Success Associate

Company

ScriptRunner, part of The Adaptavist Group, is a market leader in automation and customisation for Atlassian tools like Jira, Confluence, and beyond. They help teams around the world unlock automation, customisation, and integration through their suite of “super-apps.”

The mission is to automate boring, time-consuming, or critical tasks to optimise day-to-day running and ensure reliability for customers and teams.

About the Role

As a Customer Success Associate, you’ll help customers successfully onboard, adopt, and grow their use of ScriptRunner products. You’ll maintain a proactive, one-to-many customer success approach by educating 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 internal teams. The role supports renewals and identifies expansion opportunities, while answering customer questions and engaging in community discussions.

Responsibilities

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 customers’ goals.

Supporting the Wider Customer Journey

• Respond to customer needs, including security and compliance questions, contract-related requests, discount or extension approvals, and general enquiries.
• Work closely with internal teams (including legal, product, and commercial) 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 with ScriptRunner products, services, and the wider Atlassian ecosystem to 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.

What We Offer

• Generous holiday (PTO) allowance with flexible working hours.
• MacBooks provided for all employees and additional support for fully remote workers to set up home offices.
• Time Away Policy including 26 weeks of fully paid leave for birthing parents and 13 weeks for non-birthing parents, plus extended leave for adoption, IVF, surrogacy, elective egg freezing, and women’s health needs such as menopause, menstruation, endometriosis, and PCOS.
• Remote-first, flexible working that supports work-life fit.

Additional Information

If you’re passionate about the role and eager to learn and grow, the team encourages you to apply even if you don’t meet every listed requirement.

They look forward to receiving your application.