Senior Manager, Customer Success, Strategic - DACH Sales

Atlassian; Amsterdam; Hybrid; EUR 140,000 - 200,000; Full time

Benefits offered by this job

Health benefits

Bonuses and equity potential

Commissions

Job summary

Atlassian is seeking a Senior Manager, Customer Success, Strategic - DACH to lead a team of experienced CSMs supporting our largest global customers. You will guide enterprise agile delivery, automation, AI adoption, and cloud transformation across geographies.

Remote-friendly with international hiring potential and a focus on executive alignment. You will mentor Principal-level CSMs, partner with Sales, Product, and Engineering, and drive customer outcomes and retention for globally distributed

Qualifications

• Proven experience in Customer Success or strategic SaaS roles.
• Leadership experience managing Principal-level CSMs.
• Experience with large, global enterprise customers.
• Executive presence with C-suite stakeholders.
• Experience with AI adoption, automation or AI transformation preferred.
• Fluent in German and English.

Responsibilities

• Lead and mentor a high‑performing team of Principal and Senior Principal CSMs to achieve OKRs, retention, and growth targets.
• Apply deep solution and domain expertise to support global enterprise needs across units.
• Monitor customer health, mitigate risks, and address escalations to improve satisfaction and retention.
• Build trusted relationships with C‑suite and senior decision-makers and align customer strategies to business priorities.
• Collaborate across matrixed teams including Sales, Solutions Engineering, Advisory Services, Support, Product.
• Analyze customer data and market trends to identify improvement opportunities with Product and Engineering.
• Provide mentorship and career development to senior CSMs through feedback and planning.
• Hire, onboard, and develop talent to grow the Strategic CSM org.
• Contribute to planning and reporting on team performance and business outcomes.

Skills

Executive leadership

Customer Success

German fluency

English fluency

AI adoption experience

Tools

Jira

Confluence

Gainsight

Salesforce

Tableau

Job description

Atlassian is looking for a Senior Manager, Customer Success, Strategic - DACH, also described as a Senior Manager, Strategic Customer Success Management, to lead a team of experienced Customer Success Managers supporting our largest and most complex global customers.

Sales | Munich, Germany | Remote, Germany | Amsterdam, Netherlands | Remote, Netherlands |

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 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.

Your future 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.

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.

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.