Principal Customer Success Manager, Strategic - DACH

Atlassian
Munich
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Problem-solving","Customer-centric mindset","Trusted-advisor relationship building"]

Own customer value realization for strategic DACH accounts by acting as a trusted advisor to C-suite and executive stakeholders. Build and execute Customer Success Plans, run QBRs, and guide adoption and expansion across Atlassian’s complex SaaS portfolio. Collaborate cross-functionally with product, sales, support, and marketing to ensure seamless experiences, mitigate churn through early risk identification, and provide Voice-of-the-Customer feedback to improve services.

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Atlassian
Atlassian
1 day ago

Principal Customer Success Manager, Strategic - DACH

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Last checked: 5 hours agoStatus: Live

Job Summary

Own customer value realization for strategic DACH accounts by acting as a trusted advisor to C-suite and executive stakeholders. Build and execute Customer Success Plans, run QBRs, and guide adoption and expansion across Atlassian’s complex SaaS portfolio. Collaborate cross-functionally with product, sales, support, and marketing to ensure seamless experiences, mitigate churn through early risk identification, and provide Voice-of-the-Customer feedback to improve services.
Location: Munich
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Develop trusted advisor relationships with C-suite and executive stakeholders to maximize customer value across the solution lifecycle.
  • •Create and run Customer Success Plans, including regular check-ins, QBRs, and strategic planning sessions.
  • •Engage customers to drive early and sustained product adoption and execute adoption strategies for high-value accounts.
  • •Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with the account team.
  • •Provide Voice of the Customer feedback internally to help Atlassian better serve Strategic customers.

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 (around 15 accounts) using a portfolio approach.
  • •Demonstrated ability to establish yourself as a trusted advisor guiding customer outcomes.
  • •Experience using Success Plans to align goals with business strategy and success metrics.
  • •Experience with Gainsight (or similar CRM), Salesforce, and BI tools such as Tableau.
Experience:SaaS
Skills:Problem-solvingCustomer-centric mindsetTrusted-advisor relationship building
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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