Senior Principal Customer Success Manager, Strategic Accounts

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Overview

Atlassian is a distributed-first company. Atlassians can choose where they work – in an office, from home, or a combination of the two. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually.

Responsibilities

• Strategic Customer Management – manage a portfolio of the most strategic global customers (1–4).
• Executive Engagement & Trusted Advisor – build and maintain trusted relationships with C-suite and senior executives, positioning Atlassian as a strategic partner in digital and AI transformation.
• Outcome-Driven Success – accelerate product adoption and deliver measurable business outcomes, including expansion across global teams.
• Strategic Success Planning – lead the development and execution of Customer Success Plans (CSPs) aligned with customer goals; drive adoption, retention, and expansion through regular check-ins, QBRs, and strategic planning.
• Complex Program Leadership – guide customers and internal teams through complex implementations often involving multiple partners and stakeholders.
• AI & Emerging Tech Enablement – advise customers on leveraging Atlassian’s AI and emerging technologies.
• Risk Mitigation – identify risks early, escalate issues, and drive mitigation with account teams.
• Voice of the Customer – advocate for customers internally and provide feedback to improve products and services.
• Cross-Functional Collaboration – partner with sales, product, support, and advisory services to deliver a seamless customer experience and maximize value.

Qualifications

• 10+ years in Customer Success, account management, consulting, or enterprise transformation, with a track record managing the largest, most complex strategic customers.
• Business and commercial acumen with experience engaging SVP/C-level executives at Fortune 500/global enterprises.
• Demonstrated success leading transformational initiatives with measurable outcomes (e.g., adoption, efficiency, growth, retention).
• Experience with AI and large-scale technology transformations in enterprise settings (Agile, project management, DevOps, automation, ITSM).
• Strong understanding of Jira, Confluence, and Atlassian solutions, with the ability to advise on trade-offs and best practices.
• Expertise with Customer Success Planning frameworks; experience with 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.

Benefits & Perks

At Atlassian offers a wide range of perks and benefits designed to support you and your family, including health and wellbeing resources and paid volunteer days. To learn more, visit 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 all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines. We also provide accommodations during the recruitment process upon request.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

Note on roles and location

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industries: Software Development