Atlassian
Principal Customer Success Manager, Public Sector
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.
Overview We are seeking a Principal Customer Success Manager for the Public Sector. The role focuses on developing trusted advisor relationships with executive-level stakeholders, guiding customer success plans, driving product adoption, mitigating churn, and collaborating across internal teams to deliver a seamless customer experience.
Responsibilities
Develop trusted advisor relationships with customers at the C-suite and executive level.
Guide customers and the Atlassian Account Team to develop Customer Success Plans, including regular check-ins and quarterly business reviews (QBRs).
Engage with customers to unlock early and sustained product adoption and success with Atlassian Solutions.
Mitigate churn through early risk identification and intervention in partnership with the account team.
Collaborate internally across product, sales, support, and marketing to facilitate a seamless customer experience.
Develop and execute adoption strategies targeting high-value accounts, driving change management, and expanding customer footprint.
Qualifications
Proven experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.
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 the ability to demonstrate those use cases and understanding of configuration trade-offs.
Collaborate internally across product, sales, support, and marketing to facilitate a smooth 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.
Compensation At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. The base pay range for new hires in the United States is provided by geographic pay zones. Zone A: 174,600 - 227,950; Zone B: 156,600 - 204,450; Zone C: 144,900 - 189,175. This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information and confirm your zone with your recruiter.
Benefits Atlassian offers a wide range of perks and benefits designed to support you, your family and community involvement. This includes health and wellbeing resources, paid volunteer days, and more. Learn more at go.atlassian.com/perksandbenefits.
About Atlassian At Atlassian, we aim to unleash the potential of every team. Our software helps teams worldwide, and our solutions support collaboration to make what may be impossible possible when working together. We value diverse perspectives and are committed to equal opportunity in our hiring process. All information will be kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of recruitment if informed by the Recruitment team.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries: Software Development
Seattle, WA information and other job postings for related roles are listed for reference purposes.
#J-18808-Ljbffr
Overview We are seeking a Principal Customer Success Manager for the Public Sector. The role focuses on developing trusted advisor relationships with executive-level stakeholders, guiding customer success plans, driving product adoption, mitigating churn, and collaborating across internal teams to deliver a seamless customer experience.
Responsibilities
Develop trusted advisor relationships with customers at the C-suite and executive level.
Guide customers and the Atlassian Account Team to develop Customer Success Plans, including regular check-ins and quarterly business reviews (QBRs).
Engage with customers to unlock early and sustained product adoption and success with Atlassian Solutions.
Mitigate churn through early risk identification and intervention in partnership with the account team.
Collaborate internally across product, sales, support, and marketing to facilitate a seamless customer experience.
Develop and execute adoption strategies targeting high-value accounts, driving change management, and expanding customer footprint.
Qualifications
Proven experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.
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 the ability to demonstrate those use cases and understanding of configuration trade-offs.
Collaborate internally across product, sales, support, and marketing to facilitate a smooth 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.
Compensation At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. The base pay range for new hires in the United States is provided by geographic pay zones. Zone A: 174,600 - 227,950; Zone B: 156,600 - 204,450; Zone C: 144,900 - 189,175. This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information and confirm your zone with your recruiter.
Benefits Atlassian offers a wide range of perks and benefits designed to support you, your family and community involvement. This includes health and wellbeing resources, paid volunteer days, and more. Learn more at go.atlassian.com/perksandbenefits.
About Atlassian At Atlassian, we aim to unleash the potential of every team. Our software helps teams worldwide, and our solutions support collaboration to make what may be impossible possible when working together. We value diverse perspectives and are committed to equal opportunity in our hiring process. All information will be kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of recruitment if informed by the Recruitment team.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries: Software Development
Seattle, WA information and other job postings for related roles are listed for reference purposes.
#J-18808-Ljbffr