Sr. Principal Customer Success Manager

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, as part of being a distributed-first company.

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.

Qualifications

• 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 such as 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.
• Preferred: 5+ years with Atlassian-powered solutions, ITSM certification, experience with MEDDPICC or similar deal qualification frameworks.

Benefits

Atlassian offers a wide range of perks and benefits designed to support you, your family, and help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and more. This role may also be eligible for benefits, bonuses, commissions, and equity.

Pay

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: $201,600 - $263,200
• Zone B: $181,440 - $236,880
• Zone C: $167,400 - $218,550

Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience.