Principal Customer Success Manager, Strategic, France

Atlassian is a software company with over 300,000 customers worldwide, offering solutions that help teams collaborate and unleash their potential. The company supports flexible working arrangements, allowing employees to work remotely or in offices, and has legal entities in multiple countries including France, UK, Poland, Netherlands, and Germany.

• Experience in Customer Success or account management with a track record managing strategic customers of complex SaaS product portfolios.
• Experience managing an Enterprise / Strategic book of business (~15 accounts) balancing strategic engagements and portfolio approach.
• Ability to establish trusted advisor relationships to guide customer outcomes.
• Experience using Success Plans to align goals from business strategy perspectives and identify success metrics.
• Understanding of common Jira and Confluence end-user use cases, ability to demonstrate and understand configuration trade-offs.
• Collaboration across product, sales, support, and marketing for seamless customer experience.
• Experience balancing a book of business in a customer-facing environment.
• Strong problem-solving skills and customer-centric mindset.
• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.
• Fluent in French and English.

• Develop trusted advisor relationships with customers at the C-suite and executive level to ensure maximum value from Atlassian's platform.
• Support strategic and complex enterprise customer needs resulting in value realization across global teams.
• Guide customers and Atlassian Account Teams to develop Customer Success Plans, including QBRs and strategic sessions.
• Navigate complex implementation processes with multiple global partners.
• Maintain understanding of Atlassian products and communicate relevant features to customers.
• Drive early and sustained product adoption and success with Atlassian solutions.
• Develop and execute adoption strategies targeting high-value accounts, driving change management and expanding customer footprint.
• Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with account teams.
• Serve as the Voice of the Customer providing internal feedback for improved service to strategic customers.

Atlassian hires in any country where they have a legal entity and can support identity verification (including biometric data usage) as a condition of employment.