At a Glance
- Tasks: Lead a team to enhance customer success for major global clients.
- Company: Join Atlassian, a leader in innovative software solutions.
- Benefits: Flexible remote work, competitive salary, and comprehensive benefits.
- Other info: Opportunity to mentor a high-performing team and drive strategic initiatives.
- Why this job: Make a real impact by transforming customer experiences with cutting-edge technology.
- Qualifications: Experience in Customer Success and leadership roles required.
The predicted salary is between 63000 - 77000 £ per year.
- Sales | Munich, Germany | Remote, Germany | London, United Kingdom | Remote, UK
- 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.
"This is a remote position, as part of a distributed team. To help our teams work together effectively we're looking for someone based in Germany or the UK."
Atlassian is looking for a Senior Manager, Strategic Customer Success Management to lead a team of experienced Customer Success Managers supporting our largest and most complex global customers.
This leader is dedicated to helping their team and customers realize transformative value from their Atlassian investment.
You will guide the team in unlocking early and sustained outcomes through enterprise agile delivery, developer tool automation, new teamwork communities, enhanced IT services, cloud transformation, and AI adoption.
Your future team
With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, Hub Spot, Samsung, and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team.
Our Strategic Customer Success team partners with the world's most recognized global brands and mission-critical environments.
We help customers understand how Atlassian products combine to create enterprise solutions that transform business outcomes.
The team supports complex, globally distributed organizations as they scale cloud platforms, modernize ways of working, and adopt artificial intelligence.
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs.
We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.
This role may also be eligible for benefits, bonuses, commissions, and equity.
- Manage, mentor, and coach a high-performing team of Principal and Senior Principal Customer Success Managers to set and achieve OKRs, customer retention goals, and growth targets.
- Apply deep solution and domain expertise to support varying business and technical needs across global enterprise units.
- Guide the team in monitoring customer health, proactively mitigating risk, supporting critical escalations, and improving customer satisfaction and retention.
- Build trusted relationships with C-suite and senior decision-makers, demonstrating exceptional executive presence and aligning customer strategies to business priorities.
- Guide and collaborate with leaders across matrixed account teams and geographies, aligning Sales, Solutions Engineering, Advisory Services, Support, Product, and other partners.
- Analyze customer insights, product data, feedback, and market trends to identify improvement opportunities with Product and Engineering.
- Provide mentorship, coaching, and career development to Principal-level CSMs through regular performance feedback, evaluations, and development planning.
- Hire, onboard, and develop exceptional talent to support the growth of the Strategic Customer Success organization.
- Contribute to annual and quarterly planning, organizational priorities, and execution of Atlassian's mission.
- Provide regular updates and reporting on team performance, customer health, strategic risks, and business outcomes to senior leadership.
Your Background
- Proven experience in Customer Success, Account Management, Professional Services, Consulting, or strategic customer‑facing Saa S roles.
- Proven field Customer Success leadership experience, including management and development of Principal/Senior, Principal, or equivalent‑level CSMs.
- Demonstrated success supporting teams that manage the largest, most complex, and globally distributed enterprise customers.
- Exceptional executive presence and a proven ability to establish trusted‑advisor relationships with C-suite and senior executive stakeholders.
- Experience using executive Success Plans to align customer goals with business strategy and measurable value metrics.
- Preferred experience with enterprise AI adoption, automation, large language models, AI‑powered workflows, or guiding customers through AI transformation.
- Strong understanding of agile methodologies, Dev Ops, IT service management, Jira, Confluence, and large‑scale cloud transformation.
- Ability to orchestrate cross‑functional teams across Product, Sales, Support, and Services to resolve complex escalations and deliver a seamless customer experience.
- Experience with Gainsight or a similar customer success platform, Salesforce, and BI tools such as Tableau.
- Strong business acumen, analytical ability, communication skills, and a customer‑centric mindset.
- Fluent in German and English
Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help y
#J-18808-Ljbffr
Senior Manager, Customer Success, Strategic - DACH (German Speaking) in London employer: Atlassian
Atlassian is an exceptional employer that prioritises flexibility and work-life balance, allowing employees to choose their work environment—be it in the office, from home, or a hybrid model. With a strong focus on employee development, Atlassian offers robust mentorship and coaching opportunities, fostering a culture of collaboration and innovation. Additionally, the company provides comprehensive benefits, including health coverage and paid volunteer days, making it an attractive place for those seeking meaningful and rewarding careers in the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Customer Success, Strategic - DACH (German Speaking) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Atlassian. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Atlassian before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Manager, Customer Success, Strategic - DACH (German Speaking) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Atlassian:Your cover letter is your chance to shine! Tell us why you want to work at Atlassian specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Atlassian!
How to prepare for a job interview at Atlassian
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
