Senior Principal Customer Success Manager, Strategic Accounts

<h3>Overview</h3><p><strong>Working at Atlassian</strong></p><p>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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.</p><p></p><h3>Responsibilities</h3><p><strong>Overview</strong></p><p>Atlassian is seeking a <strong>Senior Principal - Customer Success, Strategic Accounts </strong>to accelerate product adoption, deliver verifiable business outcomes, and delight our most strategic customers. You will play a pivotal role in ensuring customers realize the full value of their Atlassian investment, particularly as they navigate digital and AI transformations. This role requires deep engagement with executive stakeholders, a focus on measurable outcomes, and the ability to guide complex, global organizations through change.</p><p><strong>Your Future Team</strong></p><p>Our Customer Success team is focused on value realization, helping customers leverage Atlassian solutions to drive enterprise transformation. We operate as a unified team, collaborating across sales, product, and services to deliver outcomes at scale.</p><p><strong>Responsibilities</strong></p><ul><li><p><strong>Strategic Customer Management</strong> - working with a 1-4 of our most strategic global customers</p></li><li><p><strong>Executive Engagement &amp; Trusted Advisor:</strong> 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.</p></li><li><p><strong>Outcome-Driven Success:</strong> Accelerate product adoption and deliver verifiable business outcomes, focusing on measurable value realization and expansion across global teams.</p></li><li><p><strong>Strategic Success Planning:</strong> 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.</p></li><li><p><strong>Complex Program Leadership:</strong> Guide customers and internal teams through complex implementation and transformation initiatives, often involving multiple partners and stakeholders.</p></li><li><p><strong>AI &amp; Emerging Tech Enablement:</strong> Advise customers on leveraging Atlassian’s AI and emerging technologies to enhance their strategies and operations.</p></li><li><p><strong>Risk Mitigation:</strong> Proactively identify risks, escalate issues, and drive mitigation strategies in partnership with account teams.</p></li><li><p><strong>Voice of the Customer:</strong> Serve as the customer advocate internally, providing actionable feedback to improve Atlassian’s products, services, and customer experience.</p></li><li><p><strong>Cross-Functional Collaboration:</strong> Partner with sales, product, support, and advisory services to deliver a seamless customer experience and maximize business value.</p></li></ul><p><strong>Qualifications</strong></p><ul><li><p><strong>10+ years</strong> in Customer Success, account management, consulting, or enterprise transformation, with a proven track record managing the largest, most complex strategic customers.</p></li><li><p><strong>Business and commercial acumen</strong> with experience communicating with and delivering solutions to the SVP/C-level for Fortune 500/global enterprise customers.</p></li><li><p><strong>Demonstrated success</strong> 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).</p></li><li><p><strong>Experience with AI and large scale technology transformation</strong> in enterprise environments including agile ways of working, project management, DevOps and automation or IT service management</p></li><li><p><strong>Strong understanding</strong> of Jira, Confluence, and Atlassian solution use cases, with the ability to advise on solution trade-offs and best practices.</p></li><li><p><strong>Expertise with Customer Success Planning</strong> frameworks; experience using Gainsight, Salesforce, Tableau, or similar tools.</p></li><li><p><strong>Excellent problem-solving, </strong>escalation management, communication, and stakeholder management skills.</p></li><li><p><strong>Preferred:</strong> 5+ years with Atlassian-powered solutions, ITSM certification, experience with MEDDPICC or similar deal qualification frameworks.</p></li></ul><p></p><h3>Qualifications</h3><p></p><p id="footer-container"><strong id="footer-section">Benefits &amp; Perks</strong></p><p>Atlassian offers a wide range of perks and benefits designed to sup