Principal Customer Success Manager

Job Summary

Building trusted relationships with C-suite executives, the full-time Principal Customer Success Manager will engage enterprise customers to maximize value realization from their Atlassian solutions, guiding them through complex implementation processes and driving product adoption remotely.

Key responsibilities

• Develop trusted advisor relationships with executive-level customers to ensure maximum value from the Atlassian platform throughout the customer lifecycle
• Guide customers and account teams in creating Success Plans, including regular check-ins and strategic planning sessions
• Identify and mitigate churn risks through proactive engagement and collaboration with internal teams

Required qualifications

• 8-10+ years of experience in Customer Success or account management with a complex SaaS product portfolio
• Experience managing an Enterprise book of business, balancing strategic engagements with a portfolio approach
• Proven track record of establishing trusted advisor relationships with customer partners
• Familiarity with Jira and Confluence end-user use cases and configuration trade-offs
• Experience with CRM tools such as Gainsight, Salesforce, and BI tools like Tableau