Senior CSS Learning Enablement Lead

Overview

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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

To help our teams work together effectively, this role requires you to be located in Pacific Standard Timezone.

Responsibilities

Your future team

We are seeking a results-oriented Senior CSS Learning Enablement Lead to strengthen the Customer Support & Success (CSS) organization by building and scaling programs that enhance talent capabilities, operational excellence, and knowledge continuity. This role is critical in ensuring CSS teams have the right tools, processes, and resources to deliver exceptional customer experiences.

In this role, you will partner closely with CSS Leadership, and other business stakeholders to translate organizational needs into practical enablement solutions. You’ll manage knowledge queues and the CSS knowledge base, streamline operations, and assess skills gaps across the organization. From there, you’ll design programs to address those gaps, whether through training, resources, or improved knowledge-sharing.

The ideal candidate has a strong background in learning and development, strong program management skills and the ability to simplify complex processes into clear, actionable practices. Success in this role means equipping CSS teams to adapt quickly, operate effectively, and grow the skills required to meet evolving business and customer needs.

What you'll do

• Partner with CSS leadership and business stakeholders to design and deliver enablement programs that strengthen team capabilities and operational effectiveness.

• Assess skills gaps across CSS and develop targeted training, resources, and learning pathways to close them.

• Manage and improve the CSS knowledge base and knowledge queues, ensuring critical information is accurate, accessible, and sustainable for BAU operations.

• Build and scale frameworks, playbooks, and processes that enable consistent onboarding, development, and support across the CSS organization.

• Establish success metrics for enablement initiatives, track adoption and impact, and use insights to continuously improve.

• Communicate program goals, progress, and outcomes in clear and engaging ways, tailoring messages for different audiences.

Qualifications

Your background

• 10+ years of experience in customer support, learning & development or training enablement

• Program management experience strongly preferred

• Experience assessing skills gaps and translating them into targeted learning solutions or development pathways

• Proficient in Learning Management Systems (LMS) and developing learning content

• Proven ability to build scalable processes, playbooks, and frameworks that drive adoption

• Strong cross-functional collaboration and stakeholder influence skills

• Data-driven mindset with experience using metrics to measure program effectiveness and inform continuous improvement

• Excellent verbal and written communication skills, including the ability to engage diverse audiences and simplify complex concepts

• Comfortable working in fast-paced, ambiguous environments

Qualifications

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: $145,800 - $190,350

Zone B: $131,400 - $171,550

Zone C: $121,500 - $158,625

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.