Senior Principal - Customer Success, Strategic Accounts

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.

Overview

Atlassian is seeking a Senior Principal - Customer Success, Strategic Accounts to accelerate product adoption, deliver verifiable business outcomes, and delight our most strategic customers. You will play a pivotal role in ensuring customers realize the full value of their Atlassian investment, particularly as they navigate digital and AI transformations. This role requires deep engagement with executive stakeholders, a focus on measurable outcomes, and the ability to guide complex, global organizations through change.

Your Future Team

With over 300,000 customers worldwide, Atlassian empowers organizations like NASA, IBM, Hubspot, Samsung, and Coca-Cola. Our Customer Success team is focused on value realization, helping customers leverage Atlassian solutions to drive enterprise transformation. We operate as a unified team, collaborating across sales, product, and services to deliver outcomes at scale.

In this role, you will:

• Strategic Customer Management - working with a 1-4 of our most strategic global customers
• 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.

• 10+ years in Customer Success, account management, consulting, or enterprise transformation, with a proven track record managing the largest, most complex strategic customers.
• Business and commercial acumen with experience communicating with and delivering solutions to 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 large scale technology 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.
• Expertise with Customer Success Planning frameworks; experience using Gainsight, Salesforce, Tableau, or similar tools.
• Excellent problem-solving, escalation management, communication, and stakeholder management skills.
• Preferred: 5+ years with Atlassian-powered solutions, ITSM certification, experience with MEDDPICC or similar deal qualification frameworks.