Principal CSM, Strategic Enterprise (DACH) Remote

Atlassian; Amsterdam; On-site; EUR 78,000 - 102,000; Full time

Benefits offered by this job

Health and wellbeing resources

Paid volunteer days

Accommodations during recruitment

Job summary

Atlassian is seeking a Principal Customer Success Manager in the Strategic Segment to guide enterprise customers through value realization. You will build trusted advisor relationships, craft Customer Success Plans, and drive adoption across multiple products with a focus on minimizing churn and maximizing outcomes.

You will engage with executive stakeholders, coordinate with product, sales, and support teams, and leverage tools like Gainsight, Salesforce, and Tableau to deliver measurable

Qualifications

• 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 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.
• Fluent in German and English

Responsibilities

• Develop trusted advisor relationships with customers at the C-suite and executive level, helping them succeed and receive maximum value.
• 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, and strategic planning sessions.
• Navigate 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 requirements.
• Engage with 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.
• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Strategic customers.

Skills

Customer success

Strategic account management

Cross-functional collaboration

German language

English language

Tools

Gainsight

Salesforce

Tableau

Job description

Atlassian is seeking a Principal Customer Success Manager in the Strategic Segment to guide enterprise customers through value realization. You will build trusted advisor relationships, craft Customer Success Plans, and drive adoption across multiple products with a focus on minimizing churn and maximizing outcomes.

You will engage with executive stakeholders, coordinate with product, sales, and support teams, and leverage tools like Gainsight, Salesforce, and Tableau to deliver measurable