Principal Customer Success Manager

Job Summary

Engaging with C-level executives, the full-time Principal Customer Success Manager will develop trusted advisor relationships, guide complex customers through their Atlassian journey, and drive product adoption and value realization in a remote environment.

Key responsibilities

• Develop trusted advisor relationships with customers at the C-suite and executive level to ensure maximum value from Atlassian solutions
• Guide customers and account teams in creating Success Plans, including regular check-ins and strategic planning sessions
• Execute adoption strategies for high-value accounts, driving change management and mitigating churn through early risk identification

Required qualifications

• 8-10+ years of experience in Customer Success or account management with a complex SaaS product portfolio
• Experience managing a strategic enterprise book of business with roughly 20 accounts
• Proven ability to establish trusted advisor relationships with customer partners
• Understanding of Jira and Confluence end-user use cases and configuration trade-offs
• Familiarity with CRM tools such as Gainsight and Salesforce, as well as BI tools like Tableau