Sr. Principal Customer Success Manager

Atlassian•San Francisco, CA

3d•$167,400 - $263,200•Remote

About The Position

Atlassian offers flexibility in where employees work, allowing them to choose between an office, remote, or a hybrid model. This approach empowers employees to better manage personal and family priorities. The company hires globally, provided they have a legal entity in the country. All interviews and onboarding are conducted virtually, reflecting Atlassian's distributed-first operational model.

Requirements

10+ years in Customer Success, account management, consulting, or enterprise transformation, with a proven track record managing the largest, most complex strategic customers.
Executive presence and experience delivering solutions at the 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 (e.g., platform adoption, expansion, retention).
Experience with AI and digital transformation in enterprise environments.
Strong understanding of Jira, Confluence, and Atlassian solution use cases, with the ability to advise on solution trade-offs and best practices.
Proficiency with Customer Success Planning frameworks; experience using Gainsight, Salesforce, Tableau, or similar tools.
Excellent problem-solving, communication, and stakeholder management skills.

Nice To Haves

5+ years with Atlassian-powered solutions
ITSM certification
Experience with MEDDPICC or similar deal qualification frameworks.

Responsibilities

Build and maintain trusted relationships with C-suite and senior executives, ensuring Atlassian is positioned as a strategic partner in their digital and AI transformation journeys.
Accelerate product adoption and deliver verifiable business outcomes, focusing on measurable value realization and expansion across global teams.
Lead the development and execution of Customer Success Plans (CSPs) that align with customer business goals, including regular check-ins, QBRs, and strategic planning sessions. Leverage CSPs as a vehicle for driving adoption, retention, and expansion.
Guide customers and internal teams through complex implementation and transformation initiatives, often involving multiple partners and stakeholders.
Advise customers on leveraging Atlassian’s AI and emerging technologies to enhance their strategies and operations. Experienced in AI consumption and usage pricing based model.
Proactively identify risks, escalate issues, and drive mitigation strategies in partnership with account teams.
Serve as the customer advocate internally, providing actionable feedback to improve Atlassian’s products, services, and customer experience.
Partner with sales, product, support, and advisory services to deliver a seamless customer experience and maximize business value.