Strategic CSM Lead - DACH (Remote-Friendly)

Atlassian; France; Hybride; EUR 85 000 - 120 000; Plein temps

Résumé du poste

At Atlassian, we empower teams through our software solutions and flexible work model. We seek a Principal Customer Success Manager in the Strategic Segment to drive value for our most important customers and guide adoption across Jira, Confluence, and related products.

You’ll build trusted advisor relationships with executive stakeholders, partner with global teams, and lead strategic success plans to realize measurable outcomes across complex enterprise engagements.

Qualifications

• Experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.
• Experience with an Enterprise / Strategic book of business (roughly 15 accounts) balancing strategic engagements with a portfolio approach.
• Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
• Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
• Understanding of Jira and Confluence end-user use cases and configuration trade-offs.
• Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience.
• Experience balancing a book of business in a customer-facing environment.
• Problem-solving skills and a customer-centric mindset.

Responsabilités

• Develop a trusted advisor relationship with customers at the C-suite and executive level, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
• Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams.
• Guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions.
• Experience navigating complex implementation processes with multiple partners globally to meet complex enterprise needs.
• Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
• Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions.
• Develop and execute adoption strategies targeting high value accounts, driving change management, and expanding customer footprint.
• Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your account team and in particular the Account Associate.
• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Strategic customers.

Connaissances

Trusted advisor

SaaS business models

Executive engagement

Value realization

Adoption strategy

Cross-functional collaboration

Gainsight

Salesforce

Tableau

German & English fluency

Outils

Gainsight

Salesforce

Tableau

Description du poste

At Atlassian, we empower teams through our software solutions and flexible work model. We seek a Principal Customer Success Manager in the Strategic Segment to drive value for our most important customers and guide adoption across Jira, Confluence, and related products.

You’ll build trusted advisor relationships with executive stakeholders, partner with global teams, and lead strategic success plans to realize measurable outcomes across complex enterprise engagements.