Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.

Job description

As the leader of the Customer Advocacy & Insights team, you will be responsible for key strategic programs to engage customers in an ongoing dialog to shape Atlassian’s investment strategies.

You will be responsible for crafting programs like our Customer Advisory Boards (CABs), Design Partnerships, Virtual Briefing Center, and Field Insights to build critical connections between our largest customers and the Atlassian product teams, establishing a pathway for customers to impact the priorities across the Atlassian portfolio.

In partnership with our customer-facing executives and product leaders, you will shape the participation of senior customer execs within Atlassian’s CABs. You will also be responsible for working with Strategic Accounts teams and new product innovation teams within Atlassian, to continue to craft our Design Partnership feedback loops. Additionally, your team will run the connections between the Field and products via the Field Insights program, ensuring key findings from customer interactions around market demands and blockers reach the prioritization process within our product planning lifecycle. You will also look to establish a roster of subject matter experts, and assets from product marketing, that form the basis for a Customer Briefing process.

To execute these initiatives, you will be working closely with Atlassian product leadership and Customer executives to build partnerships that advise our strategies across Agile, IT, and DevOps solutions. This role is about extending the frequency and depth with which Atlassian gets input on investments, and championing the voice of the customer internally across Atlassian, and driving those inputs to tangible outcomes that directly unlock customer adoption, growth, and expansion. 

On your first day, we'll expect you to have:

• 5+ years in customer relationship management at an executive or Fortune 500 level
• 7+ years of Product or Technical advisory (Technical Marketing, Strategic Account Management, Product Management, Product Marketing, CABs, Professional Services with SaaS company)
• Consistent track record of establishing relationships with and influence C-level executives internally and externally
• A strong sense for partnering with marketing on guiding strategic presentations for executive audiences, featuring ground-breaking customer outcome narratives resulting from a cohesive vision
• Experience working with cross-functional partners across product, field, & marketing on customer engagement
• Proven program strategy development and execution
• Nice to have: familiarity with one or more of the technical domains of ITSM, DevOps, or Business Agility solutions

Role Responsibilities

• Drive overall strategy for the Atlassian CAB programs in partnership with Product Leadership, Customer Success (CS) Leadership and Customer Marketing
• Continuously evolve the CAB program experiences and outcomes, regularly refreshing customers cohorts and attendees
• Lead the Executive CAB through the design and delivery of outstanding customer interactions that drive value for both the customer and Atlassian
• Partner with CS Events manager to ensure the quality of customer experience
• Build the Customer Design Partnership model with product leadership and select customers along with the embedded account team, to unlock exploratory design and collaborative innovation
• Work with the field to recruit customers into CABs and Design Partner programs, being the face of these initiatives with the customer
• Build a Speakers roster of subject matter authorities to deliver strategic vision and product deep dives in a Virtual Executive Briefing setting
• Manage a team of Customer Insights professionals that deliver: CAB Program Management, Voice of the Customer Reporting, and Customer Insights Analytics

More about the CSI team

It’s all right there in the name when you join the Atlassian Customer Success and Innovation team you are at the heart of empowering our customers to do more with our products as they unleash the potential in their teams. You will support customer success by pursuing challenges head-on and providing unparalleled knowledge and standard methodologies around our solutions. We are big on distributed teamwork and are passionate about our customer-first culture. Working in this team at Atlassian, you'll have a direct impact on some of our biggest accounts, fast. You won't get frustrated with bureaucracy or slow decision-making because we encourage innovative thinking. We don't just want to know your perspectives; we want to see your ideas in action. We hire great people and then trust them to be great!

More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.

If your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you.

Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.