Principal Customer Success Manager - Enterprise

Atlassian
Anywhere
Full timeFunction: Customer Success & Account ManagementExperience: 8-10 yearsSkills: ["Problem-solving","Customer-centric mindset","Relationship building","Change management"]

Own strategic customer success for enterprise accounts by building trusted advisor relationships at the C-suite level and guiding customers through proactive, programmatic engagement. Lead Customer Success Plans, QBRs, and adoption/change-management strategies to drive early and sustained product outcomes. Support complex global implementation needs, mitigate churn through early risk identification, and collaborate across product, sales, support, and marketing to maximize value realization.

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FursaFursa
Atlassian
Atlassian
1 day ago

Principal Customer Success Manager - Enterprise

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 6 days ago

Job Summary

Own strategic customer success for enterprise accounts by building trusted advisor relationships at the C-suite level and guiding customers through proactive, programmatic engagement. Lead Customer Success Plans, QBRs, and adoption/change-management strategies to drive early and sustained product outcomes. Support complex global implementation needs, mitigate churn through early risk identification, and collaborate across product, sales, support, and marketing to maximize value realization.
Location: Anywhere
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Develop and maintain trusted advisor relationships with C-suite and executive-level customers to ensure maximum value throughout the solution lifecycle.
  • •Create and guide Customer Success Plans, including regular check-ins, QBRs, and strategic planning sessions.
  • •Unlock early and sustained product adoption by driving adoption strategies for high-value accounts and expanding customer footprint.
  • •Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with the account team (including the Account Associate).
  • •Serve as the Voice of the Customer by providing internal feedback on how Atlassian can better serve strategic customers.

Key Requirements

  • •8-10+ years of experience in Customer Success or account management, managing strategic customers with a complex SaaS product portfolio.
  • •Experience with an Enterprise book of business (roughly 20 accounts) balancing strategic engagements with a portfolio approach.
  • •Proven ability to establish trusted-advisor relationships guiding customer outcomes.
  • •Experience using Success Plans to align goals and success metrics from a business strategy perspective.
  • •Experience with Gainsight (or similar CRM), Salesforce, and BI tools such as Tableau; knowledge of Jira and Confluence end-user use cases.
Experience:8-10 yearsSaaSEnterpriseCustomer SuccessCRMBI
Skills:Problem-solvingCustomer-centric mindsetRelationship buildingChange management
Tech Stack:GainsightSalesforceTableauJiraConfluence

Company Brief

Atlassian
Atlassian develops collaboration and workflow software—Jira, Confluence, Trello, Loom and more—used by teams for project management, software development, and IT service management across enterprises worldwide.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Sydney, Australia
Founded: 2002
Glassdoor
Glassdoor: 3.1
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