Principal Customer Success Manager, Enterprise (DACH)

Principal Customer Success Manager, Enterprise (DACH)

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Working at Atlassian

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Overview

Atlassian is looking for a Principal Customer Success Manager in the Enterprise Segment to support the DACH region. As a Principal CSM, you’ll build relationships and demonstrate an understanding of the Atlassian customer journey. You’ll guide complex customers, delivering value realization through proactive engagement and best practices. You’ll cut across multiple products and solution practice areas, working with a variety of customer profiles including C‑Level contacts and global teams.

Responsibilities

• Develop a trusted advisor relationship with customers at the C‑suite and executive level, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
• Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams.
• Guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check‑ins, QBRs, and strategic planning sessions.
• Experience navigating complex implementation processes with multiple partners globally to meet complex enterprise needs.
• Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
• Engage with your customers to unlock 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 your account team and in particular the Account Associate.
• Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Strategic customers.

Qualifications

• 8‑10+ years of experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.
• Experience with an Enterprise book of business (roughly 20 accounts) balancing strategic engagements with a portfolio approach.
• Experience establishing yourself as a trusted adviser with customer partners to guide outcomes.
• Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
• Understanding of common Jira and Confluence end‑user use cases and ways of working, with ability to demonstrate those use cases, and understanding of configuration trade‑offs.
• Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience.
• Experience balancing a book of business in a customer‑facing environment.
• Problem‑solving skills and a customer‑centric mindset.
• Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau.
• Fluent in German and English.

Benefits & Perks

Atlassian offers a range of perks and benefits designed to support you, your family, and your local community. Our offerings include health and wellbeing resources, paid volunteer days, and more. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. We believe that the unique contributions of all Atlassians create our success and we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or veteran or disability status. All your information will be kept confidential according to EEO guidelines.

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