Senior Principal Customer Success Manager, Strategic Accounts

Atlassian; London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

A leading software company seeks a Senior Principal - Customer Success, Strategic Accounts, to manage relationships with top global customers. This role involves accelerating product adoption and delivering measurable outcomes in digital and AI transformations. A successful candidate will have over 10 years of experience in customer success, strong commercial acumen, and expertise with strategic account management. Our company supports hybrid work models and offers comprehensive benefits.

Benefits

Health and wellbeing resources

Paid volunteer days

Qualifications

• 10+ years in Customer Success or account management.
• Proven track record managing complex strategic customers.
• Strong understanding of Jira and Confluence.

Responsibilities

• Manage relationships with strategic global customers.
• Guide customers through complex transformation initiatives.
• Advise on leveraging AI and emerging technologies.

Skills

Customer Success

Account Management

Consulting

Enterprise Transformation

Business Communication

Tools

Gainsight

Salesforce

Tableau

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Responsibilities

Overview

Atlassian is seeking a Senior Principal - Customer Success, Strategic Accounts to accelerate product adoption, deliver verifiable business outcomes, and delight our most strategic customers. You will play a pivotal role in ensuring customers realize the full value of their Atlassian investment, particularly as they navigate digital and AI transformations. This role requires deep engagement with executive stakeholders, a focus on measurable outcomes, and the ability to guide complex, global organizations through change.

Your Future Team

Our Customer Success team is focused on value realization, helping customers leverage Atlassian solutions to drive enterprise transformation. We operate as a unified team, collaborating across sales, product, and services to deliver outcomes at scale.

Responsibilities

• Strategic Customer Management - working with a 1-4 of our most strategic global customers
• 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 Customer Success Plans (CSPs) that align with customer business goals, including regular check-ins, QBRs, and strategic planning sessions. Leverage CSPs as a vehicle for driving adoption, retention, and expansion.
• 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, escalate 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.

Qualifications

• 10+ years in Customer Success, account management, consulting, or enterprise transformation, with a proven track record managing the largest, most complex strategic customers.
• Business and commercial acumen with experience communicating with and delivering solutions to 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 (e.g., platform adoption, expansion, retention).
• Experience with AI and large scale technology transformation in enterprise environments including agile ways of working, project management, DevOps and automation or IT service management
• Strong understanding of Jira, Confluence, and Atlassian solution use cases, with the ability to advise on solution trade-offs and best practices.
• Expertise with Customer Success Planning frameworks; experience using Gainsight, Salesforce, Tableau, or similar tools.
• Excellent problem-solving, escalation management, communication, and stakeholder management skills.
• Preferred: 5+ years with Atlassian-powered solutions, ITSM certification, experience with MEDDPICC or similar deal qualification frameworks.

Qualifications

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