Customer Success / Growth Specialist (B2B SaaS, Atlassian Ecosystem)

Broken Build is a remote-first product company looking for a Customer Success and Growth Specialist who works both sides of the relationship: turning the signals our customers already send us into expansion, and reaching out to new people who have never spoken to us yet, from managers and admins at organisations running Jira to the independent agile coaches and consultants who shape how teams work.
 

This is a customer-first role with a commercial, outbound edge. You will work the signals our customers already send us, proactively hunt for new relationships worth building, map who is who inside each account, and open conversations that are specific enough to earn a reply. If you love being close to customers, enjoy the detective work of finding the right person, and spot opportunity in the details, read on.
 

What you will do day-to-day
 

• Work the customer signals. Watch our support queue, demo-call requests, security and compliance enquiries, and billing and admin contacts. Read each one for what the customer actually needs, and for the opportunity behind it (a trial that could convert, an existing customer who could expand, a lapsed customer worth re-engaging).
• Hunt for new relationships. Proactively find and reach the people who should know us but do not yet: managers and admins at organisations using Jira, and the independent agile coaches and consultants who influence how teams work and what tools they adopt. Open with something specific to them, never a generic intro.
• Map the account. For each account in scope, learn who the admin, the team manager, the agile coach, and the executive are. Build and keep that picture current in our CRM using LinkedIn Sales Navigator, Apollo, and the public web, tied to what we already know about the customer.
• Open helpful conversations. Reach out with a personalised message that references the real moment (the ticket they filed, the request they made, the thread they posted in, the talk they gave), and route to a demo or a deeper conversation when it helps them.
• Listen and learn on calls. Pick up how each kind of stakeholder describes their problem in their own words (a manager asks "when will it be done", a coach talks about flow and predictability, an admin names a specific configuration), and bring those verbatim insights back to the Product team.
• Drive growth, expansion, and retention. Win new relationships, spot where existing customers could get more value, re-engage customers who drifted away, and hand qualified opportunities to an Account Executive, Solutions Engineer, or our CEO with a clear, well-documented brief.
• Keep the record honest. Every interaction is logged. Every contact has a role and context attached, so the next conversation always builds on the last.

Must-Have Requirements
 

• Advanced/fluent English (C1, C1+): you write a clear, warm message and run a customer call without friction.
• 2 to 7 years in B2B SaaS in customer success, account management, or technical/customer support, with a genuine commercial instinct and a willingness to reach out to people who do not know us yet.
• Research craft. You can understand an account and its people from LinkedIn, public org charts, community profiles, and a company's own content before you ever reach out.
• Strong writing. A clear, personable message and a one-screen account brief, with no corporate filler.
• CRM discipline. You treat the CRM as the source of truth, not an afterthought.

Skills That Make You Stand Out
 

• Atlassian-ecosystem fluency. Hands-on familiarity with Jira and Confluence, the Atlassian Marketplace, Cloud vs Data Center, or the Solution Partner world. If you do not have it yet, genuine curiosity to ramp fast counts for a lot.
• Agile vocabulary. Comfort with Scrum, Kanban, or scaled-agile language (SAFe, LeSS, Nexus) and the day-to-day pains of the people who work in it.
• Customer-success, support, and outbound tooling. Any of Zendesk, Intercom, Freshdesk, HubSpot on the customer side; LinkedIn Sales Navigator, Apollo, Reply.io, Snov.io, or Expandi on the outbound side.
• AI-assisted research. You already use an LLM for research, account scoring, and first drafts, and you know the message that reaches a customer has to sound like a person, not a model.
• A public footprint: an active Atlassian Community profile, a meetup talk, prior consulting in the ecosystem, or any writing under your own name.

Preferred Career Backgrounds
 

• Customer Success Manager (Atlassian or B2B SaaS) who has already run expansion conversations and is comfortable reaching out to new contacts: our ideal profile.
• Customer / Technical Support Manager with a commercial instinct, ready to turn support into growth and proactive outreach.
• Account Manager focused on retention and expansion who wants a more proactive, account-mapping and prospecting role.
• SDR / BDR in B2B SaaS who wants to work closer to customers and value, not just top-of-funnel volume.

Benefits
 

• Remote-first work in a self-funded product company with no bureaucracy and real ownership.
• Be part of a team whose apps are used by globally recognised enterprises across 60+ countries.
• Work directly with customers from around the world, and with our Product team and CEO.
• A performance bonus on closed deals: after your trial period, the deals you help close earn you a bonus, so strong results translate directly into your reward.

Interview Stages
 

1. Online Interview #1 (45 to 60 mins): a conversation with our CEO about how you work with customers and reach new ones, with a short live account exercise.
2. Small Home Task: pick a real (anonymised) customer signal we provide, research the account, and draft the first outreach message plus a one-screen account brief.
3. Online Interview #2 (30 to 45 mins): walk through your home task and discuss how you would ramp in our ecosystem.