Principal Customer Success Manager, Strategic

Atlassian • Washington, DC

110d • $144,900 - $227,950

About The Position

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

Requirements

• 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.

Responsibilities

• 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 from our solution throughout their lifecycle.
• Experience with SaaS business models and 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.
• Experience navigating complex implementation processes with multiple partners globally to meet complex enterprise needs.
• Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
• Engage with your 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 your account team and in particular the Account Associate.
• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Strategic customers.

Benefits

• Health and wellbeing resources
• Paid volunteer days
• Equitable, explainable, and competitive compensation programs
• Eligibility for benefits, bonuses, commissions, and equity

What This Job Offers

• Career Level: Senior
• Number of Employees: 5,001-10,000 employees