Senior Manager, Customer Success, Strategic - DACH

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.

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

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

With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, Hub Spot, Samsung, and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every 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.

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.

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.

• 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…