Principal Customer Success Manager, Strategic

Atlassian Corp.; Greater London; Hybrid; GBP 120,000 - 150,000; Full time

Job summary

Atlassian is seeking a Principal Customer Success Manager in the Strategic segment, required to be performed from the UK. You will build executive relationships, drive value realization, and lead adoption across global teams for Atlassian solutions.

You’ll guide Customer Success Plans, conduct QBRs, navigate complex implementations, and partner with product, sales, support and marketing to ensure a seamless customer experience.

Qualifications

• Experience managing strategic customers with a complex SaaS portfolio.
• Experience with an Enterprise/Strategic book of business (~15 accounts).
• Proven ability to act as a trusted advisor to customer partners.
• Experience using Success Plans and QBRs to drive outcomes.
• Familiarity with Jira, Confluence, Salesforce and BI tools.

Responsibilities

• Develop trusted advisor relationships with C-suite and executives to maximize value from our platform.
• Guide the Account Team to develop Customer Success Plans and conduct regular QBRs.
• Navigate complex enterprise implementations with global partners.
• Drive adoption and expansion of Atlassian solutions and prevent churn.
• Provide Voice of the Customer feedback to internal teams to improve service.

Skills

Customer Success

Strategic accounts

Trusted advisor

Success Plans

Tools

Gainsight

Salesforce

Tableau

Jira

Confluence

Job description

Principal Customer Success Manager, Strategic

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.

This role is required to be performed from the UK.

Atlassian is looking for a Principal Customer Success Manager in the Strategic Segment

Atlassian Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users.

As a Principal CSM, you’ll build relationships and demonstrate an understanding of the Atlassian customer journey. You’ll be equipped to guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.

You'll use your solution expertise to cut across multiple products and solution practice areas. You’ll work with a variety of customer profiles including C-Level contacts, executives, and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment.

Your future team
With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, Hubspot, Samsung and Coca-Cola unleash the power of every team through Atlassian Solutions.

With a focus on value, we help our customers understand how our products combine to create enterprise solutions that transform their business’s outcomes. We’re different from other organisations because we approach everything we do using our value of ‘play as a team'.

In this role, you will:

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.

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:

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 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.

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.

Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau.

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.

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.

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