Principal Customer Success Manager

Atlassian; City Of London; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading software company is seeking a Principal Customer Success Manager to foster relationships with strategic customers and drive product adoption. This remote position requires expertise in managing complex SaaS products, demonstrating a strong customer-centric approach, and effective collaboration with internal teams. Ideal candidates will have experience with Gainsight, Salesforce, and BI tools like Tableau.

Benefits

Health coverage

Paid volunteer days

Wellness resources

Qualifications

• Proven experience in Customer Success or account management.
• Experience establishing trusted advisor relationships with C-level partners.
• Understanding of Jira and Confluence use cases.

Responsibilities

• Develop trusted advisor relationships with customers at the C-suite level.
• Guide customers in developing Customer Success Plans.
• Collaborate internally to facilitate a seamless customer experience.

Skills

Customer Success Management

Strategic Thinking

Problem-solving

SaaS Knowledge

Stakeholder Engagement

Tools

Gainsight

Salesforce

Tableau

Job description

Overview

Atlassian offers flexibility in where you work — in an office, from home, or a combination of the two. Interviews and onboarding are conducted virtually as part of a distributed-first company. This role is fully remote but requires you to be located in the UK, the Netherlands, France or Germany.

Atlassian is looking for a Principal Customer Success Manager. Customer Success Managers strive to help customers realize value from their Atlassian investment by delivering standard methodologies at scale to support product adoption, solution expansion, and long-term growth of customer users. As a Principal CSM, you will build relationships and demonstrate a deep understanding of the Atlassian customer journey, guiding customers through hurdles and delivering value through proactive, programmatic engagement and best practices — whether the customer is establishing an agile product delivery methodology, optimizing developer tool automation, building teamwork communities, or improving IT services. You will cut across multiple products and solution areas and interact with diverse customer profiles to support successful adoption and expansion of their Atlassian solution investment.

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

Responsibilities

Your future team

With over 250,000 customers worldwide, Atlassian helps organisations like NASA, IBM, Hubspot, Samsung and Coca-Cola advance humanity through software that unleashes the potential of every team. We focus on value selling to help customers understand how our products combine to create enterprise solutions that transform business outcomes. We approach everything with the value of "play as a team" — we support each other, celebrate wins, and share knowledge. Our employees work with Atlassian, not for Atlassian. Our team enjoys high earnings potential with the enterprise white space opportunity ahead of us, selling impactful products at the forefront of cloud and artificial intelligence utilization.

In this role, you will:

• Develop trusted advisor relationships with customers at the C-suite and executive level.
• Guide customers and the Atlassian Account Team to develop Customer Success Plans, including regular check-ins and QBRs.
• Engage with customers to unlock early and sustained product adoption and success with Atlassian solutions.
• Mitigate churn through early risk identification and intervention in partnership with the account team.
• Collaborate internally across product, sales, support, and marketing to facilitate a seamless customer experience.
• Develop and execute adoption strategies targeting high-value accounts, driving change management, and expanding customer footprint.

Qualifications

Your background:

• Proven experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.
• 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 common Jira and Confluence end-user use cases and ways of working, with the ability to demonstrate those use cases and understanding of configuration trade-offs.
• Collaborate internally across product, sales, support, and marketing to facilitate a smooth customer experience.
• Experience balancing a book of business in a customer-facing environment.
• Problem-solving skills and a customer-centric mindset.
• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

Perks and benefits

Atlassian offers a variety of perks and benefits to support you and your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and more. Visit go.atlassian.com/perksandbenefits to learn more.

About Atlassian

At Atlassian, we’re motivated by a common goal: to unleash the potential of every team. Our software products help teams worldwide, 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 contribute to our success. To ensure our products and culture continue to reflect everyone’s perspectives, we do not 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 Equal Employment Opportunities (EEO) guidelines.

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