Strategic Program Manager - Success

Working at Atlassian
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Role Overview: We are seeking a highly motivated and experienced Manager, Success Strategy, to join our Customer Experience & Strategic Programs team. In this role, you will be responsible for developing and executing strategies that drive enterprise customer success, enhance customer experiences, and foster long-term relationships. You will work closely with cross-functional teams, including Strategy, Operations, Product, Sales, Marketing, and Support, to ensure our customers achieve their desired outcomes with Atlassian products.
Key Responsibilities:

• Strategic Planning: 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. Strong understanding of Success Plans, Value Frameworks, and Enterprise Customer Success.
• Customer Insights: Gather and analyze customer feedback, usage data, and market trends to gain insights into customer behavior and preferences. Use these insights to inform strategy and decision-making.
• Team Leadership: Lead, mentor, and inspire a team of customer success strategists. Foster a culture of collaboration, continuous improvement, and customer-centricity within the team.
• Customer Engagement: Design and oversee programs and initiatives to engage customers at key points in their journey, ensuring they derive maximum value from our products.
• Stakeholder Collaboration: Partner with CS Leadership, Product, Sales, Marketing, and Support teams to align customer success initiatives with broader company objectives. Advocate for customer needs and ensure their voice is heard in strategic discussions.
• Performance Metrics: Establish and track key performance indicators (KPIs) to measure the effectiveness of customer success programs. Use data-driven insights to refine strategies and improve outcomes.
• Innovation and Best Practices: Stay current with industry trends, best practices, and emerging technologies in customer success. Introduce innovative approaches to enhance customer experiences and drive success.
• Customer Health: Develop and implement frameworks to monitor and improve customer health scores. Proactively address potential issues and ensure customers are on track to achieve their goals.

Qualifications:

• 8+ years of experience in customer success, strategy, or a related field, with 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.

Experience:

1. Multi-product experience
2. Complex & matrixed orgs
3. Environment (DC vs. Cloud)
4. CS Strategy and Methodology experience i.e. Success Plans, Adoption Programs
5. Data & Analytics Skills: experience with health score inputs, churn insights, and forecasting.
6. Strong stakeholder management (listening skills, lead with empathy, business justification, objection handling)
7. Program management: prioritization, level of effort, impact
8. Resource Management: pacing, managing contractors, etc.
9. 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.

Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $148,500 - $193,875
Zone B: $133,200 - $173,900
Zone C: $123,300 - $160,975
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
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 .