Sr. Principal Customer Success Manager

Atlassian
San Francisco
Workplace: RemoteFull timeUSD 167,400 - 263,200 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Executive presence","Problem-solving","Communication","Stakeholder management","Strategic planning"]

Own success for Atlassian’s largest, most complex strategic customers by building executive relationships and guiding digital and AI transformation. Lead Customer Success Plans with QBRs and check-ins, drive adoption and measurable value realization, and mitigate risks across cross-functional teams. Deliver transformational initiatives that improve retention, expansion, and customer outcomes while advising on Jira/Confluence solution trade-offs and emerging technology use.

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Atlassian
Atlassian
1 day ago

Sr. Principal Customer Success Manager

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Last checked: 12 hours agoStatus: Live

Job Summary

Own success for Atlassian’s largest, most complex strategic customers by building executive relationships and guiding digital and AI transformation. Lead Customer Success Plans with QBRs and check-ins, drive adoption and measurable value realization, and mitigate risks across cross-functional teams. Deliver transformational initiatives that improve retention, expansion, and customer outcomes while advising on Jira/Confluence solution trade-offs and emerging technology use.
Location: San Francisco
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Build and maintain trusted relationships with C-suite and senior executives, positioning Atlassian as a strategic partner for digital and AI transformation.
  • •Accelerate product adoption and deliver verifiable business outcomes across global teams, focused on measurable value realization and expansion.
  • •Lead Customer Success Plans (CSPs) aligned to customer business goals, including regular check-ins and QBRs.
  • •Guide complex implementation and transformation initiatives involving multiple partners and stakeholders.
  • •Advise customers on leveraging Atlassian’s AI and emerging technologies, including AI pricing-based models, and mitigate risks through escalation and mitigation strategies.

Pay and Benefits

Salary: USD 167,400 - 263,200 annually

Key Requirements

  • •10+ years in Customer Success, account management, consulting, or enterprise transformation, with a track record managing complex strategic customers.
  • •Experience delivering solutions at the SVP/C-level for Fortune 500 or global enterprise customers.
  • •Demonstrated success leading transformational initiatives tied to measurable customer outcomes, such as platform adoption, efficiency gains, growth, and retention.
  • •Strong knowledge of Jira and Confluence use cases, with ability to advise on solution trade-offs and best practices.
  • •Proficiency with Customer Success Planning frameworks and tools such as Gainsight, Salesforce, and Tableau.
Experience:10+ yearsEnterprise transformationAIDigital transformation
Skills:Executive presenceProblem-solvingCommunicationStakeholder managementStrategic planning
Certifications:ITSM certification
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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