Atlassian
Principal Customer Success Management, Strategic
Atlassian, San Francisco, California, United States, 94199
Overview
Working 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. Responsibilities
Atlassian is looking for a
Principal Customer Success Manager in the Enterprise Segment . Atlassian Principal Customer Success Managers (CSMs) help customers realize value from their Atlassian investment by delivering standard methodologies at scale to support product adoption, solution expansion, and long-term growth of customer users. As a Principal CSM, you’ll build relationships and guide complex customers through hurdles, delivering value realization through proactive and programmatic customer engagement and best practices. You’ll use your solution expertise to work across multiple products and solution practice areas with a variety of customer profiles including C‑Suite executives and global teams to support adoption and expansion of Atlassian solutions. You’ll develop customer Success Plans with regular check-ins, QBRs, and strategic planning sessions; navigate complex implementation processes with multiple partners globally; maintain knowledge of our products to speak to relevant features; engage to unlock early and sustained product adoption and success; drive adoption strategies for high-value accounts; mitigate churn in partnership with the Account Team; and be the Voice of the Customer to provide internal feedback on how Atlassian can better serve strategic customers. Your future team
With over 300,000 customers worldwide, Atlassian serves organizations like NASA, IBM, HubSpot, Samsung and Coca‑Cola by delivering enterprise solutions that transform outcomes. Our approach centers on value and teamwork. 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 align goals with business strategy and identify success metrics. Understanding of Jira and Confluence end-user use cases, with ability to demonstrate those use cases and understand configuration trade-offs. Collaboration 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. Benefits & Perks
At Atlassian, we offer a wide range of perks and benefits designed to support you and your family and help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and more. Visit go.atlassian.com/perksandbenefits for details. Compensation
Base pay ranges in the United States by geographic pay zones are as follows (new hires): 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 details and confirm your zone with your recruiter. About Atlassian
At Atlassian, we aim to unleash the potential of every team. Our software products help teams worldwide, and our solutions are designed for all types of work. We value diverse perspectives and never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All information will be kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of the recruitment process upon request. For more about our culture and hiring process, visit go.atlassian.com/crh.
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Working 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. Responsibilities
Atlassian is looking for a
Principal Customer Success Manager in the Enterprise Segment . Atlassian Principal Customer Success Managers (CSMs) help customers realize value from their Atlassian investment by delivering standard methodologies at scale to support product adoption, solution expansion, and long-term growth of customer users. As a Principal CSM, you’ll build relationships and guide complex customers through hurdles, delivering value realization through proactive and programmatic customer engagement and best practices. You’ll use your solution expertise to work across multiple products and solution practice areas with a variety of customer profiles including C‑Suite executives and global teams to support adoption and expansion of Atlassian solutions. You’ll develop customer Success Plans with regular check-ins, QBRs, and strategic planning sessions; navigate complex implementation processes with multiple partners globally; maintain knowledge of our products to speak to relevant features; engage to unlock early and sustained product adoption and success; drive adoption strategies for high-value accounts; mitigate churn in partnership with the Account Team; and be the Voice of the Customer to provide internal feedback on how Atlassian can better serve strategic customers. Your future team
With over 300,000 customers worldwide, Atlassian serves organizations like NASA, IBM, HubSpot, Samsung and Coca‑Cola by delivering enterprise solutions that transform outcomes. Our approach centers on value and teamwork. 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 align goals with business strategy and identify success metrics. Understanding of Jira and Confluence end-user use cases, with ability to demonstrate those use cases and understand configuration trade-offs. Collaboration 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. Benefits & Perks
At Atlassian, we offer a wide range of perks and benefits designed to support you and your family and help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and more. Visit go.atlassian.com/perksandbenefits for details. Compensation
Base pay ranges in the United States by geographic pay zones are as follows (new hires): 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 details and confirm your zone with your recruiter. About Atlassian
At Atlassian, we aim to unleash the potential of every team. Our software products help teams worldwide, and our solutions are designed for all types of work. We value diverse perspectives and never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All information will be kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of the recruitment process upon request. For more about our culture and hiring process, visit go.atlassian.com/crh.
#J-18808-Ljbffr