Head of Customer Success - Strategic

Atlassian
San Francisco, United States
Workplace: RemoteFull timeUSD 167,400 - 263,200 annuallyFunction: Customer Success & Account ManagementSkills: ["Coaching","Performance management","Strategic thinking","Problem-solving","Cross-functional collaboration"]

Lead Strategic Customer Success within Atlassian’s Customer Success Management (CSM) organization, owning a high-touch enterprise portfolio and guiding teams to drive OKRs, KPIs, and measurable outcomes. Recruit, coach, and develop Strategic CSM leaders, build scalable CS frameworks and governance, and partner with Sales, Product, and executive stakeholders to advance transformation initiatives. Drive adoption and results across Jira, Confluence, and Loom while improving operating efficiency and long-term enterprise growth.

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FursaFursa
Atlassian
Atlassian
3 days ago

Head of Customer Success - Strategic

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Job Summary

Lead Strategic Customer Success within Atlassian’s Customer Success Management (CSM) organization, owning a high-touch enterprise portfolio and guiding teams to drive OKRs, KPIs, and measurable outcomes. Recruit, coach, and develop Strategic CSM leaders, build scalable CS frameworks and governance, and partner with Sales, Product, and executive stakeholders to advance transformation initiatives. Drive adoption and results across Jira, Confluence, and Loom while improving operating efficiency and long-term enterprise growth.
Location: San Francisco, United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Recruit, onboard, and lead a team of Strategic Customer Success Managers, providing coaching and performance management to deliver department OKRs.
  • •Oversee a complex Enterprise book of business by guiding success plan creation to drive market expansion and value realization.
  • •Build and institutionalize scalable Customer Success capabilities, methodologies, governance, and operating standards for consistent execution and growth.
  • •Lead high-impact strategic transformation initiatives in partnership with executive leadership across customer lifecycle, product adoption, and operational excellence.
  • •Monitor KPIs, provide strategic updates to senior leadership, and manage C-level relationships to drive long-term alignment.

Pay and Benefits

Salary: USD 167,400 - 263,200 annually
Equity and Bonus:Equity
Perks:Paid Leave

Key Requirements

  • •Experience in managing managers or senior Customer Success professionals.
  • •Proven track record overseeing a $200M+ portfolio of Global Fortune 500 accounts.
  • •Proficiency using CRM, pipeline management, and analytics tools to inform strategy.
  • •Experience in a large SaaS or top-tier consultancy, with a record of leading large-scale digital transformations and building customer success functions.
  • •Expert at consultative, relationship-oriented engagement with C-level stakeholders to drive transformational adoption.
Experience:Enterprise SaaSDigital transformation
Skills:CoachingPerformance managementStrategic thinkingProblem-solvingCross-functional collaboration
Tech Stack:Atlassian System of Work (SoW)JiraConfluenceLoomCRMPipeline managementAnalytics tools

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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