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About the Role

As part of the Customer Success Management (CSM) organization, you will report to the Head of Strategic Customer Success and lead a team of Strategic Customer Success Managers focused on our most high-touch enterprise accounts to achieve key OKRs, KPIs, and future career progression. Your mission is to deliver customer value and delight at scale by driving adoption, engagement, and outcomes through the Atlassian System of Work (SoW). You will help drive our "North Star" metrics, ensuring our largest customers successfully navigate their cloud journey and realize the full potential of products like Jira, Confluence, and Loom. You’ll join a rapidly growing team that is currently undergoing a multi-year transformation to support Atlassian’s scale toward $10Bn and beyond.

Responsibilities

Recruit, onboard, and lead a high-performing team of Strategic CSMs, providing coaching and performance management to drive individual growth and achievement of department OKRs.
Oversee a complex Enterprise book of business, guiding the team to develop Success Plans that drive market expansion and value realization within the strategic segment.
Analyze customer insights, product data, and industry trends to identify growth opportunities and stay ahead of market dynamics.
Monitor team performance against KPIs and provide regular strategic updates to senior leadership to drive continuous improvement.
Manage C-level relationships and lead high-level value discussions to ensure long-term strategic alignment.
Partner cross-functionally with Sales, Product, and Channel teams to streamline processes and enhance the overall customer experience.

Requirements

Experience in managing managers or senior Customer Success professionals.
Proven track record overseeing a $100M+ portfolio of Global Fortune 500 accounts.
Proficient in using CRM, pipeline management, and analytics tools to inform strategy.
Experience in a large SaaS or top-tier consultancy, with a proven track record of leading large-scale digital transformations and building high-impact customer success functions from the ground up.
Expert at consultative, relationship-oriented engagement with C-level stakeholders to drive transformational adoption.
Skilled at building cross-functional relationships within highly matrixed, international organizations.
Passionate about developing and inspiring high-performing Customer Success teams.
Experience identifying complex problems, experimenting with solutions, and sharing insights to drive business improvement.

Skills

CRM
Pipeline management
Analytics tools
Consultative engagement
Relationship-oriented engagement
Cross-functional relationship building
Agile mindset

Location

Work Type

Fully remote

Experience Level

Manager

Benefits

Health and wellbeing resources
Paid volunteer days

About the Company

Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

Equal Opportunity

We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.