Customer Success Associate

Company 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

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

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

Life at The Adaptavist Group

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.

Check out our WORK180 page

Check out our Flexa page

We look forward to your application!

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.

Recruitment fraud notice

We are aware of recruitment scams where individuals or organisations may falsely claim to represent us. We take this seriously and are committed to protecting candidates throughout our hiring process.

We will never ask for any form of payment, fees, or financial commitment at any stage of recruitment, including applications, interviews, onboarding, or equipment provision.

Most of our recruitment communications are sent from our system, SmartRecruiters, and may come from addresses such as @smartrecruiters.com. All our emails are signed off by The Talent Team @ The Adaptavist Group.

If you are ever unsure about the authenticity of a message or job offer, please verify it via our official careers channels before responding.