[Hiring] Senior Manager, Customer Success, Strategic @Atlassian

Role Description

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
• AI adoption

With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, HubSpot, 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.

Qualifications

• 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.

Requirements

• Proven experience in Customer Success, Account Management, Professional Services, Consulting, or strategic customer-facing SaaS 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, DevOps, 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

• Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community.
• Health and wellbeing resources.
• Paid volunteer days.
• And so much more.