Principal Customer Success Manager, Strategic UKI

Atlassian
London, United Kingdom
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Trusted advisor","Problem-solving","Customer-centric mindset","Partner collaboration"]

Own customer outcomes for strategic enterprise accounts by building C-suite relationships, guiding customer success plans, and driving value realization across the customer lifecycle. Use solution expertise across multiple products to support adoption and expansion, mitigate churn through early risk identification, and run proactive engagement through QBRs and regular check-ins. Collaborate across product, sales, support, and marketing as the voice of the customer.

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FursaFursa
Atlassian
Atlassian
2 days ago

Principal Customer Success Manager, Strategic UKI

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Last checked: 11 hours agoStatus: Live

Job Summary

Own customer outcomes for strategic enterprise accounts by building C-suite relationships, guiding customer success plans, and driving value realization across the customer lifecycle. Use solution expertise across multiple products to support adoption and expansion, mitigate churn through early risk identification, and run proactive engagement through QBRs and regular check-ins. Collaborate across product, sales, support, and marketing as the voice of the customer.
Location: London, United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Develop trusted advisor relationships with customers at the C-suite and executive level to ensure maximum platform value throughout the lifecycle.
  • •Guide customers and the Atlassian account team to develop success plans, including regular check-ins and QBRs.
  • •Engage in adoption and change management strategies for high-value accounts to expand customer footprint.
  • •Navigate complex global implementation processes with multiple partners to meet enterprise needs.
  • •Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with the account team.

Pay and Benefits

Equity and Bonus:Equity
Perks:Paid Volunteer

Key Requirements

  • •Experience in Customer Success or account management managing strategic customers with a complex SaaS product portfolio.
  • •Experience with an Enterprise / Strategic book of business (roughly 15 accounts), balancing strategic engagements with a portfolio approach.
  • •Proven ability to establish trusted-advisor relationships with customer partners to guide outcomes.
  • •Experience using Success Plans to align goals with business strategy and success metrics.
  • •Experience with Jira and Confluence end-user use cases and understanding of configuration trade-offs.
Experience:SaaSEnterpriseCRM
Skills:Trusted advisorProblem-solvingCustomer-centric mindsetPartner collaboration
Tech Stack:JiraConfluenceGainsightSalesforceTableau

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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