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.
Responsibilities:
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.

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.
  Qualifications:

• 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.