Principal Customer Success Manager, Enterprise

Principal Customer Success Manager, Enterprise

Sales | San Francisco, United States | Austin, United States | Mountain View, United States or Remote | New York, United States |

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.

Atlassian Principal Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users.

As a Principal CSM, you’ll build relationships and demonstrate an understanding of the Atlassian customer journey. You’ll be equipped to guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.

You’ll use your solution expertise to cut across multiple products and solution practice areas. You’ll work with a variety of customer profiles including C-Level contacts, executives, and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment.

Your future team

With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, Hubspot, Samsung and Coca-Cola unleash the power of every team through Atlassian Solutions. With a focus on value, we help our customers understand how our products combine to create enterprise solutions that transform their business’s outcomes. We’re different from other organisations because we approach everything we do using our value of ‘play as a team'.

• 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 (Quarterly Business Reviews), 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.

• 8-10+ years of experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.
• Experience with an Enterprise book of business (roughly 20 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 common 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…