Principal Customer Success Manager, Strategic

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

Own strategic customer relationships and drive value realization for a portfolio of enterprise accounts using Atlassian’s customer success methodologies. Lead Success Plan development with QBRs and strategic check-ins, guide adoption and expansion across global teams, and manage churn risk through proactive engagement and escalation. Collaborate across product, sales, support, and marketing to ensure seamless experiences, while demonstrating Jira/Confluence use cases and configuration trade-offs.

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FursaFursa
Atlassian
Atlassian
14 hours ago

Principal Customer Success Manager, Strategic

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Last checked: 14 hours agoStatus: Live

Job Summary

Own strategic customer relationships and drive value realization for a portfolio of enterprise accounts using Atlassian’s customer success methodologies. Lead Success Plan development with QBRs and strategic check-ins, guide adoption and expansion across global teams, and manage churn risk through proactive engagement and escalation. Collaborate across product, sales, support, and marketing to ensure seamless experiences, while demonstrating Jira/Confluence use cases and configuration trade-offs.
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 ensure maximum value throughout the customer lifecycle.
  • •Guide customers and the Atlassian Account Team to build Success Plans, run regular check-ins, QBRs, and strategic planning sessions.
  • •Drive early and sustained product adoption using proactive and programmatic customer engagement and best practices.
  • •Develop and execute adoption strategies for high-value accounts, driving change management and expanding the customer footprint.
  • •Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with the account team.

Key Requirements

  • •Experience in Customer Success or account management managing strategic customers with a complex SaaS product portfolio.
  • •Experience supporting an Enterprise/Strategic book of business (roughly 15 accounts).
  • •Ability to establish trusted advisor relationships and guide desired customer outcomes.
  • •Experience using Success Plans to align goals to business strategy and define success metrics.
  • •Understanding of Jira and Confluence end-user use cases, including configuration trade-offs.
Experience:SaaS
Skills:Customer-centric mindsetProblem-solvingTrusted advisor
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
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Glassdoor: 3.1
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