Senior Manager, Customer Success, Strategic - DACH

About the Position

We're seeking a Senior Manager, Strategic Customer Success to lead a team of experienced Customer Success Managers, supporting global customers in realizing transformative value from their Atlassian investment.

Responsibilities

• Manage, mentor, and coach a high-performing team of Principal and Senior Principal Customer Success Managers to set and achieve OKRs, customer retention goals, and growth targets.
• Apply deep solution and domain expertise to support varying business and technical needs across global enterprise units.
• Guide the team in monitoring customer health, proactively mitigating risk, supporting critical escalations, and improving customer satisfaction and retention.
• Build trusted relationships with C-suite and senior decision-makers, demonstrating exceptional executive presence and aligning customer strategies to business priorities.
• Guide and collaborate with leaders across matrixed account teams and geographies, aligning Sales, Solutions Engineering, Advisory Services, Support, Product, and other partners.
• Analyze customer insights, product data, feedback, and market trends to identify improvement opportunities with Product and Engineering.
• Provide mentorship, coaching, and career development to Principal-level CSMs through regular performance feedback, evaluations, and development planning.
• Hire, onboard, and develop exceptional talent to support the growth of the Strategic Customer Success organization.
• Contribute to annual and quarterly planning, organizational priorities, and execution of Atlassian’s mission.
• Provide regular updates and reporting on team performance, customer health, strategic risks, and business outcomes to senior leadership.

Requirements

• Proven experience in Customer Success, Account Management, Professional Services, Consulting, or strategic customer-facing SaaS roles.
• Proven field Customer Success leadership experience, including management and development of Principal/Senior, Principal, or equivalent-level CSMs.
• Demonstrated success supporting teams that manage the largest, most complex, and globally distributed enterprise customers.
• Exceptional executive presence and a proven ability to establish trusted-advisor relationships with C-suite and senior executive stakeholders.
• Experience using executive Success Plans to align customer goals with business strategy and measurable value metrics.
• Preferred experience with enterprise AI adoption, automation, large language models, AI-powered workflows, or guiding customers through AI transformation.
• Strong understanding of agile methodologies, DevOps, IT service management, Jira, Confluence, and large-scale cloud transformation.
• Ability to orchestrate cross-functional teams across Product, Sales, Support, and Services to resolve complex escalations and deliver a seamless customer experience.
• Experience with Gainsight or a similar customer success platform, Salesforce, and BI tools such as Tableau.
• Strong business acumen, analytical ability, communication skills, and a customer-centric mindset.
• Fluent in German and English

We Offer

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

About the Company

At 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.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, 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.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.

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