Principal Customer Success Manager, Strategic DACH

Atlassian provides software products that help teams collaborate worldwide and focuses on enabling organizations like NASA, IBM, Hubspot, Samsung, and Coca-Cola to transform their business outcomes through Atlassian solutions.

• Experience in Customer Success or account management with a portfolio of strategic customers involving complex SaaS product solutions.
• Manage an Enterprise / Strategic book of business (~15 accounts) balancing strategic engagements and portfolio approach.
• Established as a trusted advisor with customer partners to align business goals and success metrics.
• Use of Success Plans to align business strategies and measure success.
• Understanding of common Jira and Confluence use cases and configurations.
• Ability to collaborate internally across product, sales, support, and marketing teams.
• Experience managing a customer-facing book of business.
• Strong problem-solving skills and customer-centric mindset.
• Proficiency with Gainsight, Salesforce, and BI tools such as Tableau.
• Fluent in German and English.

• Develop trusted advisor relationships with customers at the C-suite and executive level to ensure maximum value from Atlassian solutions.
• Support strategic and complex enterprise customer needs to realize value across global teams.
• Guide customers and account teams in creating Success Plans, quarterly business reviews, and strategic planning sessions.
• Navigate complex implementation processes involving multiple global partners.
• Maintain product and solution knowledge to recommend relevant features to customers.
• Drive early and sustained product adoption and success.
• Develop adoption strategies targeting high-value accounts, change management, and customer footprint expansion.
• Mitigate churn by identifying risks early and collaborating with account teams on intervention and escalation.
• Provide internal feedback as the Voice of the Customer to improve service for strategic customers.

Employment at Atlassian requires identity verification including possible biometric data use for fraud prevention. Atlassian is an equal opportunity employer complying with EEO guidelines and does not discriminate based on various protected statuses.