Manager, Customer Success, Enterprise - DACH

Atlassian; Greater London; Remote; GBP 100,000 - 140,000; Full time

Benefits offered by this job

Health and wellbeing resources

Paid volunteer days

Community engagement opportunities

Job summary

Atlassian is expanding its EMEA Enterprise Customer Success Management team. The role leads a high-touch customer success function, guiding a distributed team to unlock value from our portfolio and deliver measurable outcomes.

You will mentor teams, drive key health metrics, and partner with product, sales, and support to ensure seamless customer experiences across regions. This is a flexible remote/hybrid UK role with growth opportunities.

Qualifications

• Proven experience in Customer Success, Professional Services or Account Management; with sufficient experience in High Touch/Named GTM leadership.
• Documented track record of working with large complex customers in a multi-product environment.
• Demonstrated ability to deliver against both customer and business outcomes. Experience in driving usage based consumption is preferred.

Responsibilities

• Manage a team of Enterprise Customer Success Managers who work to delight our customers each and every day.
• Balance the needs of our customers, our business and our teams to deliver superior outcomes in each area.
• Guide team in monitoring customer health and identify opportunities to improve customer satisfaction and retention.
• Communicate with decision makers to gain an understanding of their unique perspectives and priorities to create and expand relationships.
• Collaborate with leadership across matrixed account team across geographies, getting teams aligned and working toward the same goals.
• Analyze customer insights, prioritize feedback, product data and market trends to identify opportunities for improvement in collaboration with product teams.
• Provide mentorship and coaching to the team to help them develop their skills and achieve their individual targets while conducting regular performance feedback and evaluations.
• Hire, and onboard new members of the Enterprise Customer Success team to support business growth goals.
• Contribute to annual and quarterly planning including delivering on company mission.

Skills

Leadership

Customer Success

Stakeholder management

German language

English language

Tools

Gainsight

Jira

Confluence

Job description

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

Overview

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

Responsibilities

Atlassian is looking for an EMEA Manager, on our Enterprise Customer Success Management Team. This role is dedicated to assisting their team and customers in realizing value and the full potential of their Atlassian investment. You will guide this team to unlock early and sustained outcomes by implementing agile product delivery methodologies, optimizing developer tools automation, encouraging new teamwork communities, and enhancing IT services.

In This Role You Will

• Manage a team of Enterprise Customer Success Managers who work to delight our customers each and every day.
• Balance the needs of our customers, our business and our teams to deliver superior outcomes in each area.
• Guide team in monitoring customer health and identify opportunities to improve customer satisfaction and retention.
• Communicate with decision makers to gain an understanding of their unique perspectives and priorities to create and expand relationships.
• Collaborate with leadership across matrixed account team across geographies, getting teams aligned and working toward the same goals.
• Analyze customer insights, prioritize feedback, product data and market trends to identify opportunities for improvement in collaboration with product teams.
• Provide mentorship an coaching to the team to help them develop their skills and achieve their individual targets while conducting regular performance feedback and evaluations.
• Hire, and onboard new members of the Enterprise Customer Success team to support business growth goals.
• Contribute to annual and quarterly planning including delivering on company mission.

Qualifications

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.

This role may also be eligible for benefits, bonuses, commissions, and equity.

Your Background

• Proven experience in Customer Success, Professional Services or Account Management; with sufficient experience in High Touch/Named GTM leadership.
• Documented track record of working with large complex customers in a multi-product environment.
• Demonstrated ability to deliver against both customer and business outcomes. Experience in driving usage based consumption is preferred.
• Track record of using Success Plans and Business Reviews to ensure goals are aligned from a business strategy perspective and success metrics are identified.
• Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience.
• Problem-solving skills and a customer‑centric mindset.
• Understanding of common Jira and Confluence end‑user use cases and ways of working, with ability to demonstrate those use cases, and understanding of configuration trade‑offs.
• Fluent in German and English
• Experience with Gainsight is preferred.

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.