At a Glance
- Tasks: Build relationships with executives and drive customer success through strategic planning and complex program leadership.
- Company: Join Atlassian, a flexible and innovative tech company that values your work-life balance.
- Benefits: Enjoy remote work options, competitive salary, and opportunities for professional growth.
- Other info: Collaborate across teams to enhance customer experience and drive measurable business outcomes.
- Why this job: Make a real impact by guiding customers through digital transformation and leveraging cutting-edge AI technologies.
- Qualifications: Experience in customer success and enterprise transformation, with strong communication and problem-solving skills.
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.
Senior Principal Customer Success Manager, Strategic - UKI in London employer: Atlassian
Atlassian is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of the United Kingdom. Employees benefit from comprehensive health and wellbeing resources, alongside unique perks that promote a balanced lifestyle. With a strong focus on professional growth and the opportunity to lead transformative AI initiatives, Atlassian empowers its team members to make a meaningful impact while advancing their careers.
