Atlassian
Principal Customer Success Manager, Enterprise
Atlassian, San Francisco, California, United States, 94199
Overview
Principal Customer Success Manager, Enterprise
role at Atlassian. Atlassians can choose where they work – in an office, from home, or a combination of the two. Interviews and onboarding are conducted virtually as part of being a distributed-first company. We can hire people in any country where we have a legal entity. Position focus:
Drive value realization for enterprise customers, guiding adoption, solution expansion, and long-term growth of customer usage across Atlassian products. Responsibilities
Develop a trusted advisor relationship with customers at the C-suite and executive level, helping them succeed with Atlassian products and maximize value throughout their lifecycle. Support strategic and complex enterprise needs for 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. Navigate complex implementation processes with multiple partners globally to meet enterprise requirements. Maintain an understanding of Atlassian products and speak with customers about the most relevant features for their needs. 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 and escalation in partnership with the Account Team and the Account Associate. Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve strategic customers. Qualifications
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 align goals from a business strategy perspective and identify success metrics. 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 environment. Problem-solving skills and a customer-centric mindset. Experience with Gainsight (or similar CRM tools), Salesforce and BI tools such as Tableau. Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. The base pay ranges for new hires in the United States are: Zone A: $174,600 - $227,950 Zone B: $156,600 - $204,450 Zone C: $144,900 - $189,175 This role may be eligible for benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information. Confirm your zone with the recruiter. Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you and your family, including health and wellbeing resources and paid volunteer days. For more details, visit go.atlassian.com/perksandbenefits. About Atlassian
At Atlassian, we unleash the potential of every team. Our mission is to help teams collaborate and achieve more together. We strive for inclusive culture and provide accommodations or adjustments at any stage of the recruitment process if needed. To learn more about our culture and hiring process, visit go.atlassian.com/crh. EEO
We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. All your information will be kept confidential according to EEO guidelines. Referrals increase your chances of interviewing at Atlassian. Get notified about new Customer Success Manager jobs in San Francisco, CA.
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Principal Customer Success Manager, Enterprise
role at Atlassian. Atlassians can choose where they work – in an office, from home, or a combination of the two. Interviews and onboarding are conducted virtually as part of being a distributed-first company. We can hire people in any country where we have a legal entity. Position focus:
Drive value realization for enterprise customers, guiding adoption, solution expansion, and long-term growth of customer usage across Atlassian products. Responsibilities
Develop a trusted advisor relationship with customers at the C-suite and executive level, helping them succeed with Atlassian products and maximize value throughout their lifecycle. Support strategic and complex enterprise needs for 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. Navigate complex implementation processes with multiple partners globally to meet enterprise requirements. Maintain an understanding of Atlassian products and speak with customers about the most relevant features for their needs. 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 and escalation in partnership with the Account Team and the Account Associate. Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve strategic customers. Qualifications
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 align goals from a business strategy perspective and identify success metrics. 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 environment. Problem-solving skills and a customer-centric mindset. Experience with Gainsight (or similar CRM tools), Salesforce and BI tools such as Tableau. Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. The base pay ranges for new hires in the United States are: Zone A: $174,600 - $227,950 Zone B: $156,600 - $204,450 Zone C: $144,900 - $189,175 This role may be eligible for benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information. Confirm your zone with the recruiter. Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you and your family, including health and wellbeing resources and paid volunteer days. For more details, visit go.atlassian.com/perksandbenefits. About Atlassian
At Atlassian, we unleash the potential of every team. Our mission is to help teams collaborate and achieve more together. We strive for inclusive culture and provide accommodations or adjustments at any stage of the recruitment process if needed. To learn more about our culture and hiring process, visit go.atlassian.com/crh. EEO
We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. All your information will be kept confidential according to EEO guidelines. Referrals increase your chances of interviewing at Atlassian. Get notified about new Customer Success Manager jobs in San Francisco, CA.
#J-18808-Ljbffr