Principal Customer Success Manager, Enterprise
Atlassian
Principal Customer Success Manager, Enterprise
Job Description
Principal Customer Success Manager, Enterprise
📋 Job Overview
The Principal Customer Success Manager at Atlassian is responsible for guiding enterprise customers to realize value from their Atlassian investment. This role involves building relationships with C-level executives, developing success plans, and driving product adoption and expansion across global teams.
📍 Location: San Francisco, United States
🏢 Category: Sales
📅 Posted: 2025-12-11 07:01 PM
🎯 Key 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
✅ Required Qualifications
- 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
⭐ Preferred Qualifications
- Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau
🛠️ Required Skills
- SaaS business models
- Jira
- Confluence
- Gainsight
- Salesforce
- BI tools such as Tableau
- Problem-solving
- Customer-centric mindset
🎁 Benefits & Perks
- Health and wellbeing resources
- Paid volunteer days
- Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Locations
- San Francisco, United States
Salary
144,900 - 227,950 USD / yearly
Estimated Salary Rangemedium confidence
150,000 - 220,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- SaaS business modelsintermediate
- Jiraintermediate
- Confluenceintermediate
- Gainsightintermediate
- Salesforceintermediate
- BI tools such as Tableauintermediate
- Problem-solvingintermediate
- Customer-centric mindsetintermediate
Required Qualifications
- 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)
- Experience with an Enterprise book of business (roughly 20 accounts) balancing strategic engagements with a portfolio approach (experience)
- Experience establishing yourself as a trusted advisor with customer partners to guide outcomes (experience)
- Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified (experience)
- 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 (experience)
- Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience (experience)
- Experience balancing a book of business in a customer-facing environment (experience)
- Problem-solving skills and a customer-centric mindset (experience)
Preferred Qualifications
- Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau (experience)
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
- general: Health and wellbeing resources
- general: Paid volunteer days
- general: Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Tags & Categories
Principal Customer Success Manager, Enterprise
Atlassian
Principal Customer Success Manager, Enterprise
Job Description
Principal Customer Success Manager, Enterprise
📋 Job Overview
The Principal Customer Success Manager at Atlassian is responsible for guiding enterprise customers to realize value from their Atlassian investment. This role involves building relationships with C-level executives, developing success plans, and driving product adoption and expansion across global teams.
📍 Location: San Francisco, United States
🏢 Category: Sales
📅 Posted: 2025-12-11 07:01 PM
🎯 Key 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
✅ Required Qualifications
- 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
⭐ Preferred Qualifications
- Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau
🛠️ Required Skills
- SaaS business models
- Jira
- Confluence
- Gainsight
- Salesforce
- BI tools such as Tableau
- Problem-solving
- Customer-centric mindset
🎁 Benefits & Perks
- Health and wellbeing resources
- Paid volunteer days
- Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Locations
- San Francisco, United States
Salary
144,900 - 227,950 USD / yearly
Estimated Salary Rangemedium confidence
150,000 - 220,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- SaaS business modelsintermediate
- Jiraintermediate
- Confluenceintermediate
- Gainsightintermediate
- Salesforceintermediate
- BI tools such as Tableauintermediate
- Problem-solvingintermediate
- Customer-centric mindsetintermediate
Required Qualifications
- 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)
- Experience with an Enterprise book of business (roughly 20 accounts) balancing strategic engagements with a portfolio approach (experience)
- Experience establishing yourself as a trusted advisor with customer partners to guide outcomes (experience)
- Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified (experience)
- 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 (experience)
- Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience (experience)
- Experience balancing a book of business in a customer-facing environment (experience)
- Problem-solving skills and a customer-centric mindset (experience)
Preferred Qualifications
- Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau (experience)
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
- general: Health and wellbeing resources
- general: Paid volunteer days
- general: Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Tags & Categories