Atlassian
Senior Principal - Customer Success, Strategic Accounts
Atlassian, New York, New York, us, 10261
Senior Principal - Customer Success, Strategic Accounts
Atlassian is hiring a Senior Principal to partner with our most strategic global customers. You’ll work flexibly from anywhere with Atlassian’s remote‑first culture, driving digital, AI transformation journeys and delivering measurable business outcomes.
Responsibilities
Strategic Customer Management – work with 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.
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), aligning with customer business goals and driving adoption, retention, and expansion.
Complex Program Leadership – guide customers and internal teams through complex implementation and transformation initiatives involving 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, elevate issues, and drive mitigation strategies with account teams.
Voice of the Customer – act as the customer advocate internally, delivering actionable feedback to improve products, services, and 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, managing the largest and most complex strategic customers.
Business and commercial acumen with experience communicating at SVP/C‑level for Fortune 500 or global enterprise customers.
Proven success leading transformational initiatives that drive measurable outcomes, including platform adoption, expansion, retention, efficiency savings, and accelerated growth.
Experience with AI and large‑scale technology transformation in enterprise environments (agile, DevOps, automation, ITSM).
Strong understanding of Jira, Confluence, and Atlassian solution use cases; 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 working with Atlassian‑powered solutions, ITSM certification, MEDDPICC or similar deal qualification frameworks.
Compensation Base pay varies by region:
Zone A: $201,600 – $263,200
Zone B: $180,900 – $236,175
Zone C: $167,400 – $218,550
This role may also be eligible for benefits, bonuses, commissions, and equity.
Benefits & Perks Atlassian offers health and wellbeing resources, paid volunteer days, and more. Learn more at go.atlassian.com/perksandbenefits.
About Atlassian At Atlassian, we’re motivated by a common goal: to unleash the potential of every team. Our software products help teams worldwide, and our culture emphasizes inclusion and innovation. We never discriminate based on race, religion, national origin, gender identity, sexual orientation, age, or disability status. All information will be kept confidential according to EEO guidelines. We can support accommodations or adjustments at any stage of the recruitment process.
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Responsibilities
Strategic Customer Management – work with 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.
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), aligning with customer business goals and driving adoption, retention, and expansion.
Complex Program Leadership – guide customers and internal teams through complex implementation and transformation initiatives involving 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, elevate issues, and drive mitigation strategies with account teams.
Voice of the Customer – act as the customer advocate internally, delivering actionable feedback to improve products, services, and 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, managing the largest and most complex strategic customers.
Business and commercial acumen with experience communicating at SVP/C‑level for Fortune 500 or global enterprise customers.
Proven success leading transformational initiatives that drive measurable outcomes, including platform adoption, expansion, retention, efficiency savings, and accelerated growth.
Experience with AI and large‑scale technology transformation in enterprise environments (agile, DevOps, automation, ITSM).
Strong understanding of Jira, Confluence, and Atlassian solution use cases; 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 working with Atlassian‑powered solutions, ITSM certification, MEDDPICC or similar deal qualification frameworks.
Compensation Base pay varies by region:
Zone A: $201,600 – $263,200
Zone B: $180,900 – $236,175
Zone C: $167,400 – $218,550
This role may also be eligible for benefits, bonuses, commissions, and equity.
Benefits & Perks Atlassian offers health and wellbeing resources, paid volunteer days, and more. Learn more at go.atlassian.com/perksandbenefits.
About Atlassian At Atlassian, we’re motivated by a common goal: to unleash the potential of every team. Our software products help teams worldwide, and our culture emphasizes inclusion and innovation. We never discriminate based on race, religion, national origin, gender identity, sexual orientation, age, or disability status. All information will be kept confidential according to EEO guidelines. We can support accommodations or adjustments at any stage of the recruitment process.
#J-18808-Ljbffr