[Hiring] Head of Customer Success @Atlassian

Role Description

As part of the Customer Success Management (CSM) organization, a critical pillar of Atlassian’s Global Go-To-Market strategy, you will report to the Head of Strategic Customer Success and lead a team of Strategic Customer Success Managers focused on our most high-touch enterprise accounts to achieve key OKRs, KPIs, and future career progression.

Our mission is to deliver customer value and delight at scale by driving adoption, engagement, and outcomes through the Atlassian System of Work (SoW). As a leader in this space, you will help drive our "North Star" metrics, ensuring our largest customers successfully navigate their cloud journey and realize the full potential of products like Jira, Confluence, and Loom.

Beyond leading a high-performing organization, you will play a critical role in shaping the future of Customer Success by driving strategic transformation initiatives, influencing cross-functional operating models, and building scalable frameworks that enable Atlassian’s continued enterprise growth.

What you’ll do

• Team Leadership & Development:
  • Recruit, onboard, and lead a high-performing team of Strategic CSMs.
  • Provide coaching and performance management to drive individual growth and achievement of department OKRs.
  • Develop the next generation of Customer Success leaders by fostering a culture of accountability, strategic thinking, innovation, and continuous learning.
  • Establish a high-performance operating culture by defining clear leadership expectations and empowering CSMs to lead through change.
• Strategic Execution & Growth:
  • Oversee a complex Enterprise book of business, guiding the team to develop Success Plans.
  • Build and institutionalize scalable Customer Success capabilities, methodologies, governance, and operating standards.
  • Identify, prioritize, and lead high-impact strategic initiatives that solve complex business challenges.
  • Partner with executive leadership to define and execute cross-functional transformation programs.
  • Leverage customer insights, product telemetry, operational data, and industry trends to influence executive decision-making.
• Operational Excellence:
  • Monitor team performance against KPIs and provide regular strategic updates to senior leadership.
  • Design and implement scalable processes, governance models, and success frameworks.
• Executive Engagement & Collaboration:
  • Manage C-level relationships and lead high-level value discussions.
  • Partner cross-functionally with Sales, Product, and Channel teams.
  • Influence executive stakeholders across various departments to align organizational priorities.

Qualifications

• Experience in managing managers or senior Customer Success professionals.
• Proven track record overseeing a $200M+ portfolio of Global Fortune 500 accounts.
• Proficient in using CRM, pipeline management, and analytics tools to inform strategy.
• Experience in a large SaaS or top-tier consultancy, with a proven track record of leading large-scale digital transformations.
• Expert at consultative, relationship-oriented engagement with C-level stakeholders.
• Skilled at building cross-functional relationships within highly matrixed, international organizations.
• Passionate about developing and inspiring high-performing Customer Success teams.
• Experience identifying complex problems, experimenting with solutions, and sharing insights.

Benefits

• Wide range of perks and benefits designed to support you and your family.
• Health and wellbeing resources.
• Paid volunteer days.
• Visit go.atlassian.com/perksandbenefits for more information.