Principal Customer Success Manager, Enterprise

Principal Customer Success Manager, Enterprise (Public Sector- Australia/NZ) Position located in Sydney, New South Wales, Australia, with flexibility for remote work in APAC. Working at Atlassian Atlassians may work from home, in office, or a hybrid arrangement. We support a balanced work/life approach and hire talent wherever we have a legal entity. Overview The Principal Customer Success Manager (CSM) leads relationships with enterprise customers, driving adoption, expansion, and value realization of Atlassian products across the public sector in Australia and New Zealand. Responsibilities Drive adoption across Atlassian’s full product portfolio in APAC – Australia/New Zealand Public Sector/Government territories. 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. Guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions. Navigate complex implementation processes with multiple partners globally to meet 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 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 the account team and particularly the Account Associate. Serve as 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 (ideally in Public Sector‑ Australia/NZ). Experience with an Enterprise book of business (roughly 20 accounts) balancing strategic engagements with a portfolio approach. Experience establishing yourself as a trusted advisor 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 the 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. Benefits & Perks Atlassian offers a wide 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. Learn more at go.atlassian.com/perksandbenefits . EEO Statement 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, marital, veteran, or disability status. All information will be kept confidential according to EEO guidelines. We can support with accommodations or adjustments at any stage of the recruitment process – simply inform our recruitment team during your conversation with them. For more information, visit go.atlassian.com/crh . #J-18808-Ljbffr