Senior Manager, Customer Success, Strategic - DACH

Atlassian; Greater London; À distance; GBP 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Health and wellbeing resources

Paid volunteer days

Résumé du poste

Atlassian is seeking a Senior Manager of Strategic Customer Success Management to lead a high‑impact team serving our largest, global customers. You will drive value delivery through enterprise agile delivery, AI adoption, and cloud transformations, while reporting to senior leadership.

You will mentor Principal‑level CSMs, foster executive relationships with C‑suite stakeholders, and partner with Sales, Product, and Services to shape strategic outcomes.

Qualifications

• Proven field Customer Success leadership experience, managing Principal/Senior Principal CSMs.
• Experience leading teams that support largest, globally distributed enterprise customers.
• Exceptional executive presence with ability to influence C‑level stakeholders.
• Experience with enterprise AI adoption, automation, or AI transformation initiatives.
• Strong understanding of agile methodologies, DevOps, IT service management, Jira/Confluence, and cloud transformation.
• Fluent in German and English.

Responsabilités

• Lead a high‑performing team of Principal and Senior Principal CSMs to achieve OKRs, retention goals, and growth targets.
• Guide the team in monitoring customer health, mitigating risk, and handling escalations to improve satisfaction.
• Build trusted relationships with C‑suite and senior decision‑makers and align customer strategies to business priorities.
• Collaborate with Sales, Solutions Engineering, Advisory, Support, Product, and other partners across geographies.
• Provide mentorship and career development to CSMs through regular feedback and development planning.

Connaissances

Customer Success

Leadership

Executive communication

Strategic thinking

SaaS experience

Outils

Jira

Confluence

Gainsight

Salesforce

Tableau

Description du poste

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

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.

Responsibilities

Atlassian is looking for a Senior Manager, Strategic Customer Success Management to lead a team of experienced Customer Success Managers supporting our largest and most complex global customers. This leader is dedicated to helping their team and customers realize transformative value from their Atlassian investment. You will guide the team in unlocking early and sustained outcomes through enterprise agile delivery, developer tool automation, new teamwork communities, enhanced IT services, cloud transformation, and AI adoption.

• Manage, mentor, and coach a high-performing team of Principal and Senior Principal Customer Success Managers to set and achieve OKRs, customer retention goals, and growth targets.
• Apply deep solution and domain expertise to support varying business and technical needs across global enterprise units.
• Guide the team in monitoring customer health, proactively mitigating risk, supporting critical escalations, and improving customer satisfaction and retention.
• Build trusted relationships with C-suite and senior decision-makers, demonstrating exceptional executive presence and aligning customer strategies to business priorities.
• Guide and collaborate with leaders across matrixed account teams and geographies, aligning Sales, Solutions Engineering, Advisory Services, Support, Product, and other partners.
• Analyze customer insights, product data, feedback, and market trends to identify improvement opportunities with Product and Engineering.
• Provide mentorship, coaching, and career development to Principal-level CSMs through regular performance feedback, evaluations, and development planning.
• Hire, onboard, and develop exceptional talent to support the growth of the Strategic Customer Success organization.
• Contribute to annual and quarterly planning, organizational priorities, and execution of Atlassian’s mission.
• Provide regular updates and reporting on team performance, customer health, strategic risks, and business outcomes to senior leadership.

Your future team

With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, HubSpot, Samsung, and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team.

Our Strategic Customer Success team partners with the world’s most recognized global brands and mission-critical environments. We help customers understand how Atlassian products combine to create enterprise solutions that transform business outcomes. The team supports complex, globally distributed organizations as they scale cloud platforms, modernize ways of working, and adopt artificial intelligence.

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.

• Manage, mentor, and coach a high-performing team of Principal and Senior Principal Customer Success Managers to set and achieve OKRs, customer retention goals, and growth targets.
• Apply deep solution and domain expertise to support varying business and technical needs across global enterprise units.
• Guide the team in monitoring customer health, proactively mitigating risk, supporting critical escalations, and improving customer satisfaction and retention.
• Build trusted relationships with C‑suite and senior decision‑makers, demonstrating exceptional executive presence and aligning customer strategies to business priorities.
• Guide and collaborate with leaders across matrixed account teams and geographies, aligning Sales, Solutions Engineering, Advisory Services, Support, Product, and other partners.
• Analyze customer insights, product data, feedback, and market trends to identify improvement opportunities with Product and Engineering.
• Provide mentorship, coaching, and career development to Principal‑level CSMs through regular performance feedback, evaluations, and development planning.
• Hire, onboard, and develop exceptional talent to support the growth of the Strategic Customer Success organization.
• Contribute to annual and quarterly planning, organizational priorities, and execution of Atlassian’s mission.
• Provide regular updates and reporting on team performance, customer health, strategic risks, and business outcomes to senior leadership.

Your Background

• Proven experience in Customer Success, Account Management, Professional Services, Consulting, or strategic customer-facing SaaS roles.
• Proven field Customer Success leadership experience, including management and development of Principal/Senior, Principal, or equivalent‑level CSMs.
• Demonstrated success supporting teams that manage the largest, most complex, and globally distributed enterprise customers.
• Exceptional executive presence and a proven ability to establish trusted‑advisor relationships with C‑suite and senior executive stakeholders.
• Experience using executive Success Plans to align customer goals with business strategy and measurable value metrics.
• Preferred experience with enterprise AI adoption, automation, large language models, AI‑powered workflows, or guiding customers through AI transformation.
• Strong understanding of agile methodologies, DevOps, IT service management, Jira, Confluence, and large‑scale cloud transformation.
• Ability to orchestrate cross‑functional teams across Product, Sales, Support, and Services to resolve complex escalations and deliver a seamless customer experience.
• Experience with Gainsight or a similar customer success platform, Salesforce, and BI tools such as Tableau.
• Strong business acumen, analytical ability, communication skills, and a customer‑centric mindset.
• Fluent in German and English.

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.