Senior Principal Customer Success Manager, Strategic - UKI

Overview 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.

This role is required to be performed from the UK.

Responsibilities

• Executive Engagement & Trusted Advisor: 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.
• Outcome-Driven Success: Accelerate product adoption and deliver verifiable business outcomes, focusing on measurable value realization and expansion across global teams.
• Strategic Success Planning: 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.
• Complex Program Leadership: Guide customers and internal teams through complex implementation and transformation initiatives, often involving multiple partners and stakeholders.
• AI & Emerging Tech Enablement: Advise customers on leveraging Atlassian’s AI and emerging technologies to enhance their strategies and operations.
• Risk Mitigation: Proactively identify risks, escalate issues, and drive mitigation strategies in partnership with account teams.
• Voice of the Customer: Serve as the customer advocate internally, providing actionable feedback to improve Atlassian’s products, services, and customer experience.
• Cross-Functional Collaboration: Partner with sales, product, support, and advisory services to deliver a seamless customer experience and maximize business value.

Qualifications

• Experience 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 (e.g., 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.
• Experience with Atlassian-powered solutions, ITSM certification, experience with MEDDPICC or similar deal qualification frameworks.