Atlassian
Senior Principal Customer Success Manager, Strategic Accounts DACH (German Speak
Atlassian, Germantown, Ohio, United States
Senior Principal Customer Success Manager, Strategic Accounts DACH (German Speaking)
Overview At Atlassian, Atlassians can choose where they work – in an office, from home, or a combination of the two. We hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually as part of being a distributed-first company. Responsibilities
Strategic Customer Management: manage a portfolio of 1–4 of our most strategic global customers. Executive Engagement & Trusted Advisor: build and maintain trusted relationships with C-suite and senior executives, positioning Atlassian as a strategic partner in their digital and AI transformation journeys. Outcome-Driven Success: accelerate product adoption and deliver verifiable business outcomes, focusing on measurable value realization and expansion across global teams. Strategic Success Planning: lead the development and execution of Customer Success Plans (CSPs) aligned with customer business goals, including regular check-ins, QBRs, and strategic planning sessions; use CSPs to drive adoption, retention, and expansion. Complex Program Leadership: guide customers and internal teams through complex implementation and transformation initiatives with multiple partners and stakeholders. AI & Emerging Tech Enablement: advise customers on leveraging Atlassian’s AI and emerging technologies to enhance their strategies and operations. Risk Mitigation: proactively identify risks, escalate issues, and drive mitigation strategies with account teams. Voice of the Customer: advocate for customers internally and provide actionable feedback to improve Atlassian’s products, services, and customer experience. Cross-Functional Collaboration: partner with sales, product, support, and advisory services to deliver a seamless customer experience and maximize business value. Qualifications
10+ years in Customer Success, account management, consulting, or enterprise transformation, with a proven track record managing the largest, most complex strategic customers. Business and commercial acumen with experience communicating with and delivering solutions to SVP/C-level for Fortune 500/global enterprise customers. Demonstrated success in leading transformational initiatives that drive measurable customer outcomes (e.g., differentiated use cases, efficiency savings, accelerated growth and business outcomes such as platform adoption, expansion, retention). Experience with AI and large-scale technology transformation in enterprise environments including agile ways of working, project management, DevOps and automation or IT service management. Strong understanding of Jira, Confluence, and Atlassian solution use cases, with the ability to advise on solution trade-offs and best practices. Expertise with Customer Success Planning frameworks; experience using Gainsight, Salesforce, Tableau, or similar tools. Excellent problem-solving, escalation management, communication, and stakeholder management skills. Preferred: 5+ years with Atlassian-powered solutions, ITSM certification, experience with MEDDPICC or similar deal qualification frameworks. Bi-lingual in German and English. Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and more. To learn more, visit go.atlassian.com/perksandbenefits. About Atlassian
At Atlassian, we are motivated by a common goal: 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 experiences and never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability. All your information will be kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of the recruitment process upon request. Seniority level
Mid-Senior level Employment type
Full-time Job function
Other Industries: Software Development
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Overview At Atlassian, Atlassians can choose where they work – in an office, from home, or a combination of the two. We hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually as part of being a distributed-first company. Responsibilities
Strategic Customer Management: manage a portfolio of 1–4 of our most strategic global customers. Executive Engagement & Trusted Advisor: build and maintain trusted relationships with C-suite and senior executives, positioning Atlassian as a strategic partner in their digital and AI transformation journeys. Outcome-Driven Success: accelerate product adoption and deliver verifiable business outcomes, focusing on measurable value realization and expansion across global teams. Strategic Success Planning: lead the development and execution of Customer Success Plans (CSPs) aligned with customer business goals, including regular check-ins, QBRs, and strategic planning sessions; use CSPs to drive adoption, retention, and expansion. Complex Program Leadership: guide customers and internal teams through complex implementation and transformation initiatives with multiple partners and stakeholders. AI & Emerging Tech Enablement: advise customers on leveraging Atlassian’s AI and emerging technologies to enhance their strategies and operations. Risk Mitigation: proactively identify risks, escalate issues, and drive mitigation strategies with account teams. Voice of the Customer: advocate for customers internally and provide actionable feedback to improve Atlassian’s products, services, and customer experience. Cross-Functional Collaboration: partner with sales, product, support, and advisory services to deliver a seamless customer experience and maximize business value. Qualifications
10+ years in Customer Success, account management, consulting, or enterprise transformation, with a proven track record managing the largest, most complex strategic customers. Business and commercial acumen with experience communicating with and delivering solutions to SVP/C-level for Fortune 500/global enterprise customers. Demonstrated success in leading transformational initiatives that drive measurable customer outcomes (e.g., differentiated use cases, efficiency savings, accelerated growth and business outcomes such as platform adoption, expansion, retention). Experience with AI and large-scale technology transformation in enterprise environments including agile ways of working, project management, DevOps and automation or IT service management. Strong understanding of Jira, Confluence, and Atlassian solution use cases, with the ability to advise on solution trade-offs and best practices. Expertise with Customer Success Planning frameworks; experience using Gainsight, Salesforce, Tableau, or similar tools. Excellent problem-solving, escalation management, communication, and stakeholder management skills. Preferred: 5+ years with Atlassian-powered solutions, ITSM certification, experience with MEDDPICC or similar deal qualification frameworks. Bi-lingual in German and English. Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and more. To learn more, visit go.atlassian.com/perksandbenefits. About Atlassian
At Atlassian, we are motivated by a common goal: 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 experiences and never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability. All your information will be kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of the recruitment process upon request. Seniority level
Mid-Senior level Employment type
Full-time Job function
Other Industries: Software Development
#J-18808-Ljbffr