Strategic CSM Lead, DACH — Enterprise SaaS Growth

Atlassian

Netherlands

Hybrid

EUR 90,000 - 130,000

Full time

14 days+

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Job summary

Atlassian is seeking a Principal Customer Success Manager in the Strategic Segment to drive value realization for complex enterprise customers. You will build executive relationships across global teams, guide adoption strategies, and help shape success plans for high-impact accounts.

You will collaborate with product, sales, support, and marketing to ensure a seamless customer experience, navigate multi-partner implementations, and mitigate churn through proactive engagement and governance.

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.
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 a trusted advisor relationship with customers at the C-suite and executive level, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
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.
Experience navigating 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 specific requirements.
Engage with your 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 and in particular the Account Associate.
Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Strategic customers.