Atlassian
Principal Customer Success Manager, Enterprise
Atlassian, Mountain View, California, us, 94039
Overview
Working at Atlassian: Atlassians can choose where they work – in an office, from home, or a combination. Interviews and onboarding are conducted virtually as part of being a distributed-first company. Overview: Atlassian is focused on helping teams unleash their potential by delivering value through our cloud products. We operate with a culture that emphasizes teamwork and inclusion. Responsibilities
Atlassian is looking for a Principal Customer Success Manager in the Enterprise Segment. 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 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 helps organisations unleash the power of every team through Atlassian Solutions. We focus on value and help customers understand how our products combine to create enterprise solutions that transform business outcomes. We approach our work with the value of “play as a team.” In this role you will: 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 throughout their lifecycle. Experience with SaaS business models and the 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. Navigate complex implementation processes with multiple partners globally to meet enterprise needs. Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their requirements. 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, escalation, and mitigation in partnership with the account team. Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our strategic customers. Qualifications
Your background: 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 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 baseline of our range is higher than the typical market range, with location zones affecting base pay. In the United States, the current base pay ranges for new hires in each zone are: 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
At Atlassian, we offer a range of perks and benefits designed to support you and your family, including health and wellbeing resources and paid volunteer days. For more information, visit go.atlassian.com/perksandbenefits. About Atlassian
At Atlassian, our goal is to unleash the potential of every team. Our software helps teams worldwide, and our solutions are designed for all types of work. We value diverse perspectives and are committed to equal opportunity and non-discrimination. All information will be kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of the recruitment process if requested. To learn more, visit go.atlassian.com/crh. Job details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Software Development
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Working at Atlassian: Atlassians can choose where they work – in an office, from home, or a combination. Interviews and onboarding are conducted virtually as part of being a distributed-first company. Overview: Atlassian is focused on helping teams unleash their potential by delivering value through our cloud products. We operate with a culture that emphasizes teamwork and inclusion. Responsibilities
Atlassian is looking for a Principal Customer Success Manager in the Enterprise Segment. 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 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 helps organisations unleash the power of every team through Atlassian Solutions. We focus on value and help customers understand how our products combine to create enterprise solutions that transform business outcomes. We approach our work with the value of “play as a team.” In this role you will: 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 throughout their lifecycle. Experience with SaaS business models and the 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. Navigate complex implementation processes with multiple partners globally to meet enterprise needs. Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their requirements. 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, escalation, and mitigation in partnership with the account team. Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our strategic customers. Qualifications
Your background: 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 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 baseline of our range is higher than the typical market range, with location zones affecting base pay. In the United States, the current base pay ranges for new hires in each zone are: 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
At Atlassian, we offer a range of perks and benefits designed to support you and your family, including health and wellbeing resources and paid volunteer days. For more information, visit go.atlassian.com/perksandbenefits. About Atlassian
At Atlassian, our goal is to unleash the potential of every team. Our software helps teams worldwide, and our solutions are designed for all types of work. We value diverse perspectives and are committed to equal opportunity and non-discrimination. All information will be kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of the recruitment process if requested. To learn more, visit go.atlassian.com/crh. Job details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Software Development
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