Principal Customer Success Manager, Strategic

As a Principal Customer Success Manager, Strategic at Atlassian in London, UK, you will own the end‑to‑end success journey for our highest‑growth, enterprise‑level customers. This role sits at the intersection of product expertise, business strategy, and relationship leadership, ensuring that strategic accounts realize measurable value from Atlassian’s suite of collaboration tools. By driving adoption, expansion, and renewal across complex, multi‑site deployments, you directly influence Atlassian’s market leadership in agile and DevOps solutions, while shaping the future of work for some of the world’s most innovative organizations. The position offers a clear path to senior leadership, with opportunities to influence product roadmaps, mentor a global team of CSMs, and expand your impact across regions and verticals.

- Lead the strategic account portfolio, acting as the trusted executive sponsor and primary point of escalation for senior stakeholders.
- Design and execute customized success plans that align Atlassian’s solutions with customers’ business outcomes, driving adoption, usage growth, and ROI.
- Partner with Sales, Solutions Engineering, and Product teams to identify expansion opportunities, influence roadmap priorities, and deliver joint value‑added initiatives.
- Conduct data‑driven health checks, quarterly business reviews, and executive briefings, leveraging Atlassian Analytics, Jira Align, and Confluence insights.
- Coach and develop a high‑performing team of Customer Success Managers, fostering a culture of continuous improvement and knowledge sharing.
- Navigate complex contract negotiations, renewal processes, and risk mitigation strategies to secure multi‑year commitments.
- Champion best practices in agile, DevOps, and digital transformation, translating industry trends into actionable guidance for customers.

You will report to the Head of Global Strategic Customer Success and collaborate closely with cross‑functional leaders across product, engineering, and professional services. Day‑to‑day, you will balance strategic planning with hands‑on execution, using Atlassian’s own tools to model the collaborative experience you deliver.

Joining Atlassian means becoming part of a purpose‑driven organization that values openness, innovation, and a relentless focus on customer outcomes. Our London, UK office embraces a flexible, inclusive culture where diverse perspectives shape the products that empower teams worldwide. You’ll benefit from robust learning pathways, leadership development programs, and the chance to work on cutting‑edge initiatives that define the future of enterprise collaboration. As a Principal Customer Success Manager, Strategic, you will be at the forefront of industry disruption, helping customers accelerate digital transformation while advancing your own career in a globally recognized tech leader. This is a unique opportunity to blend strategic influence with hands‑on impact, driving both customer success and your professional growth at Atlassian.