Senior Principal Customer Success Leader — AI & Exec Advisor

Atlassian

United Kingdom

Hybrid

GBP 90,000 - 130,000

Full time

48 hours ago

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Benefits offered by this job

Health and wellbeing resources

Bonuses and equity

Volunteer days

Job summary

Atlassian is seeking a Senior Customer Success professional to lead executive engagements and strategic programs with global enterprise customers. You will build trusted relationships with C-suite leaders and drive measurable outcomes through adoption and expansion across global teams.

You will guide CSPs, manage complex programs with multiple partners, and advise on AI and emerging technologies within the Atlassian ecosystem.

Qualifications

Experience in Customer Success, account management, consulting, or enterprise transformation, with a proven track record managing the largest, most complex strategic customers.
Executive presence and experience delivering solutions at the SVP/C-level for Fortune 500/global enterprise customers.
Demonstrated success in leading transformational initiatives that drive measurable customer outcomes (e.g., differentiated use cases, efficiency savings, accelerated growth and business outcomes).
Experience with AI and digital transformation in enterprise environments.
Strong understanding of Jira, Confluence, and Atlassian solution use cases, with the ability to advise on solution trade-offs and best practices.
Proficiency with Customer Success Planning frameworks; experience using Gainsight, Salesforce, Tableau, or similar tools.
Excellent problem-solving, communication, and stakeholder management skills.
Be fluent in French and English

Responsibilities

Executive Engagement & Trusted Advisor: Build and maintain trusted relationships with C-suite and senior executives, ensuring Atlassian is positioned as a strategic partner in their digital and AI transformation journeys.
Outcome-Driven Success: Accelerate product adoption and deliver verifiable business outcomes, focusing on measurable value realization and expansion across global teams.
Strategic Success Planning: Lead the development and execution of CSPs that align with customer business goals, including regular check-ins, QBRs, and strategic planning sessions.
Complex Program Leadership: Guide customers and internal teams through complex implementation and transformation initiatives, often involving multiple partners and stakeholders.
AI & Emerging Tech Enablement: Advise customers on leveraging Atlassian’s AI and emerging technologies to enhance their strategies and operations.
Risk Mitigation: Proactively identify risks, accelerate issues, and drive mitigation strategies in partnership with account teams.
Voice of the Customer: Serve as the customer advocate internally, providing actionable feedback to improve Atlassian’s products, services, and customer experience.
Cross-Functional Collaboration: Partner with sales, product, support, and advisory services to deliver a seamless customer experience and maximize business value.