Principal Customer Success Manager, Enterprise

Atlassian
Anywhere
Workplace: OnsiteFull timeUSD 145,043 - 228,146 annuallyFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Trusted advisor","Problem-solving","Customer-centric mindset","Collaboration","Change management"]

Own enterprise customer outcomes for complex SaaS portfolios by building trusted C-suite relationships and guiding adoption across the customer lifecycle. Lead development of Success Plans, run QBRs and strategic planning, drive adoption and change management for high-value accounts, and mitigate churn via early risk identification and escalation. Collaborate across product, sales, support, and marketing, while using Jira, Confluence, Gainsight, Salesforce, and BI tools to demonstrate value and support expansion.

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FursaFursa
Atlassian
Atlassian
13 hours ago

Principal Customer Success Manager, Enterprise

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own enterprise customer outcomes for complex SaaS portfolios by building trusted C-suite relationships and guiding adoption across the customer lifecycle. Lead development of Success Plans, run QBRs and strategic planning, drive adoption and change management for high-value accounts, and mitigate churn via early risk identification and escalation. Collaborate across product, sales, support, and marketing, while using Jira, Confluence, Gainsight, Salesforce, and BI tools to demonstrate value and support expansion.
Location: Anywhere
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Develop and maintain trusted-advisor relationships with C-suite and executive stakeholders to maximize customer value across the lifecycle.
  • •Build customer Success Plans with regular check-ins, QBRs, and strategic planning sessions.
  • •Engage customers to unlock early and sustained product adoption and guide solution expansion.
  • •Drive adoption strategies for high-value accounts, including change management and expanding customer footprint.
  • •Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with the account team.

Pay and Benefits

Salary: USD 145,043 - 228,146 annually
Equity and Bonus:Equity
Perks:Paid Leave

Key Requirements

  • •8-10+ years of experience in Customer Success or account management, including managing strategic customers with complex SaaS portfolios.
  • •Experience with an Enterprise book of business (~20 accounts) balancing strategic engagements with a portfolio approach.
  • •Proven ability to establish trusted-advisor relationships and guide outcomes with customer partners.
  • •Experience using Success Plans to align goals to business strategy and define success metrics.
  • •Experience with Jira and Confluence end-user use cases, including demonstrating use cases and understanding configuration trade-offs.
Experience:8+ yearsSaaSEnterprise software
Skills:Trusted advisorProblem-solvingCustomer-centric mindsetCollaborationChange management
Tech Stack:JiraConfluenceGainsightSalesforceTableauBI toolsSuccess PlansQBRs

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
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