Principal Customer Success Manager, Strategic

Working at Atlassian
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.
Atlassian is looking for a Principal Customer Success Manager, Strategic
Atlassian Customer Success Managers strive to help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained business outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users.
As a CSM, you'll build relationships and and demonstrate a deep understanding of the Atlassian customer journey. You'll be equipped to guide customers over their hurdles, delivering value through proactive and programmatic customer engagement and best practices - whether the customer is establishing an agile product delivery methodology, optimizing developer tool automation, building new teamwork communities, or improving IT services.
In this role, you'll cut across multiple products and solution practice areas. You'll interact with a variety of customer profiles to support the successful adoption and expansion of their Atlassian solution investment.
Your future team
With a focus on value selling, we help our customers understand how our products combine to create enterprise solutions that transform their business's outcomes. We're different from other organisations because we approach everything we do using our value of 'play as a team'. We support each other, celebrate our wins together and share knowledge. Our employees work with Atlassian, not for Atlassian.
Our team enjoys high earnings potential with the enterprise white space opportunity ahead of us, selling impactful products that are at the forefront of cloud and artificial intelligence utilization.
Responsibilities

• Develop trusted advisor relationships with customers at the C-suite and executive level.
• Guide customers and Atlassian Account Team to develop customer Success Plans, including regular check-ins and QBRs.
• Engage with customers to unlock early and sustained product adoption and success with Atlassian Solutions.
• Mitigate churn through early risk identification and intervention in partnership with the account team.
• Collaborate internally across product, sales, support, and marketing to facilitate a seamless customer experience.
• Develop and execute adoption strategies targeting high-value accounts, driving change management, and expanding customer footprint.

Qualifications

• Proven experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.
• 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 the ability to demonstrate those use cases and understanding of configuration trade-offs.
• Collaborate internally across product, sales, support, and marketing to facilitate a smooth 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.

Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $174,600 - $227,950
Zone B: $156,600 - $204,450
Zone C: $144,900 - $189,175
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. 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 believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, 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.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .