Manager, Success Strategy

• Develop and implement comprehensive enterprise customer success strategies that align with Atlassian’s business goals and customer needs
• Identify opportunities for improvement and innovation in our customer success processes and practices
• Gather and analyze customer feedback, usage data, and market trends to gain insights into customer behavior and preferences
• Lead, mentor, and inspire a team of customer success strategists
• Design and oversee programs and initiatives to engage customers at key points in their journey
• Partner with CS Leadership, Product, Sales, Marketing, and Support teams to align customer success initiatives with broader company objectives
• Establish and track key performance indicators (KPIs) to measure the effectiveness of customer success programs
• Stay current with industry trends, best practices, and emerging technologies in customer success
• Develop and implement frameworks to monitor and improve customer health scores

• 8+ years of experience in customer success, strategy, or a related field
• At least 3 years in a leadership role
• Proven track record of developing and executing successful customer success strategies
• Strong analytical skills with the ability to interpret complex data and make data-driven decisions
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels
• Demonstrated ability to lead and inspire high-performing teams
• Experience with Atlassian products and a strong understanding of the software industry is a plus
• Passion for customer success and a deep commitment to driving customer outcomes
• Multi-product experience
• Experience in complex & matrixed organizations
• Experience with environment (DC vs. Cloud)
• CS Strategy and Methodology experience i.e. Success Plans, Adoption Programs
• Data & Analytics Skills: experience with health score inputs, churn insights, and forecasting
• Strong stakeholder management (listening skills, lead with empathy, business justification, objection handling)
• Program management: prioritization, level of effort, impact
• Resource Management: pacing, managing contractors
• Leadership experience: player coach, able to take on programs themselves and leadership
• Performance management capabilities, holding a high bar, but enable and build employee autonomy

Experience with Atlassian products and a strong understanding of the software industry

• Health and wellbeing resources
• Paid volunteer days
• Eligible for benefits, bonuses, commissions, and equity