Head of Customer Success - Strategic

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

To help our teams work together effectively, this role is fully remote but requires you to be located in the USA.

Your Future Team

As part of the Customer Success Management (CSM) organization, a critical pillar of Atlassian’s Global Go-To-Market strategy - 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.

Our mission is to deliver customer value and delight at scale by driving adoption, engagement, and outcomes through the Atlassian System of Work (SoW). As a leader in this space, 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.

Beyond leading a high-performing organization, you will play a critical role in shaping the future of Customer Success by driving strategic transformation initiatives, influencing cross-functional operating models and building scalable frameworks that enable Atlassian’s continued enterprise growth.

What you’ll do

Team Leadership & Development

• 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.
• Develop the next generation of Customer Success leaders by fostering a culture of accountability, strategic thinking, innovation, and continuous learning, while building leadership capabilities that scale across the organization.
• Establish a high-performance operating culture by defining clear leadership expectations, driving organizational alignment, and empowering CSMs to lead through change while delivering measurable business outcomes.

Strategic Execution & Growth

• 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.
• Build and institutionalize scalable Customer Success capabilities, methodologies, governance, and operating standards that enable consistent execution, organizational maturity, and long-term business growth.
• Identify, prioritize, and lead high-impact strategic initiatives that solve complex business challenges, improve organizational scalability, and deliver measurable customer and commercial outcomes.
• Partner with executive leadership to define and execute cross-functional transformation programs that influence customer lifecycle strategy, product adoption, operational excellence, and long-term business growth.
• Leverage customer insights, product telemetry, operational data, and industry trends to influence executive decision-making, prioritize strategic investments, and identify scalable growth opportunity.

Operational Excellence

• Monitor team performance against KPIs and provide regular strategic updates to senior leadership to drive continuous improvement.
• Design and implement scalable processes, governance models, and success frameworks that improve organizational efficiency, enable consistent execution, and support Atlassian’s long-term growth strategy.

Executive Engagement & Collaboration

• 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.
• Influence executive stakeholders across Product, Sales, Success, Operations, Data and Finance to align organizational priorities and successfully execute enterprise-wide strategic initiatives.

Your background

• Leadership: Experience in managing managers or senior Customer Success professionals.
• Enterprise Expertise: Proven track record overseeing a $200M+ portfolio of Global Fortune 500 accounts.
• Data-Driven: Proficient in using CRM, pipeline management, and analytics tools to inform strategy.
• SaaS & Transformation: 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.
• Strategic Engagement: Expert at consultative, relationship-oriented engagement with C-level stakeholders to drive transformational adoption.
• Matrix Navigation: Skilled at building cross-functional relationships within highly matrixed, international organizations.
• Coaching & Mentorship: Passionate about developing and inspiring high-performing Customer Success teams.
• Agile Mindset: Experience identifying complex problems, experimenting with solutions, and sharing insights to drive business improvement.

Benefits & Perks

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 Atlassian

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.