Principal Customer Success Manager, Strategic DACH

Atlassian
Munich
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Problem-solving","Customer-centric mindset","Relationship building","Stakeholder management"]

Own the outcomes of strategic enterprise customers across a complex Atlassian SaaS portfolio. Build trusted C-suite relationships, guide customers through the lifecycle, and develop Success Plans with regular QBRs and strategic check-ins. Lead adoption and expansion strategies, mitigate churn via early risk identification, and collaborate across product, sales, support, and marketing to deliver seamless customer experiences using tools like Gainsight, Salesforce, Jira, and Confluence.

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Atlassian
Atlassian
4 hours ago

Principal Customer Success Manager, Strategic DACH

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Last checked: 4 hours agoStatus: Live

Job Summary

Own the outcomes of strategic enterprise customers across a complex Atlassian SaaS portfolio. Build trusted C-suite relationships, guide customers through the lifecycle, and develop Success Plans with regular QBRs and strategic check-ins. Lead adoption and expansion strategies, mitigate churn via early risk identification, and collaborate across product, sales, support, and marketing to deliver seamless customer experiences using tools like Gainsight, Salesforce, Jira, and Confluence.
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-level contacts to maximize customer value across the lifecycle.
  • •Create and drive customer Success Plans, including regular check-ins and QBRs, with the Account Team.
  • •Guide proactive adoption and programmatic customer engagement to unlock early and sustained outcomes.
  • •Mitigate churn by identifying risks early, intervening, escalating, and partnering with the account team.
  • •Provide Voice of the Customer feedback to help Atlassian better serve strategic customers.

Pay and Benefits

Equity and Bonus:Equity

Key Requirements

  • •Experience in Customer Success or account management managing strategic customers with a complex SaaS product portfolio.
  • •Handle an Enterprise/Strategic book of business (roughly 15 accounts) using a portfolio approach.
  • •Establish yourself as a trusted advisor to guide customer outcomes.
  • •Use Success Plans to align goals with business strategy and success metrics.
  • •Demonstrate knowledge of Jira and Confluence end-user use cases and how to navigate configuration trade-offs.
Experience:SaaSEnterpriseCRMCustomer success
Skills:Problem-solvingCustomer-centric mindsetRelationship buildingStakeholder management
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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