Senior Principal Customer Success Manager

Overview

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

Responsibilities

• Executive Engagement & Trusted Advisor: Build and maintain trusted relationships with C-suite and senior executives, ensuring Atlassian is positioned as a strategic partner in their digital and AI transformation journeys.

• Outcome-Driven Success: Accelerate product adoption and deliver verifiable business outcomes, focusing on measurable value realization and expansion across global teams.

• Strategic Success Planning: Lead the development and execution of Customer Success Plans (CSPs) that align with customer business goals, including regular check-ins, QBRs, and strategic planning sessions. Leverage CSPs as a vehicle for driving adoption, retention, and expansion.

• Complex Program Leadership: Guide customers and internal teams through complex implementation and transformation initiatives, often involving multiple partners and stakeholders.

• AI & Emerging Tech Enablement: Advise customers on leveraging Atlassian’s AI and emerging technologies to enhance their strategies and operations.  Experienced in AI consumption and usage based pricing model. 

• Risk Mitigation: Proactively identify risks, escalate issues, and drive mitigation strategies in partnership with account teams.

• Voice of the Customer: Serve as the customer advocate internally, providing actionable feedback to improve Atlassian’s products, services, and customer experience.

• Cross-Functional Collaboration: Partner with sales, product, support, and advisory services to deliver a seamless customer experience and maximize business value.

Qualifications

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.

This role may also be eligible for benefits, bonuses, commissions, and equity.

• Experience in Customer Success, account management, consulting, or enterprise transformation, with a proven track record managing the largest, most complex strategic customers.

• Executive presence and experience delivering solutions at the SVP/C-level for Fortune 500/global enterprise customers.

• Demonstrated success in leading transformational initiatives that drive measurable customer outcomes (e.g., differentiated use cases, efficiency savings, accelerated growth and business outcomes (e.g., platform adoption, expansion, retention).

• Experience with AI and digital transformation in enterprise environments.

• Strong understanding of Jira, Confluence, and Atlassian solution use cases, with the ability to advise on solution trade-offs and best practices.

• Proficiency with Customer Success Planning frameworks; experience using Gainsight, Salesforce, Tableau, or similar tools.

• Excellent problem-solving, communication, and stakeholder management skills.

• Preferred: Experience with Atlassian-powered solutions, ITSM certification, experience with MEDDPICC or similar deal qualification frameworks.

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.