Senior Manager, Digital Success

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.

Responsibilities

Why We Have This Role

The Success team is pivotal to Atlassian, tasked with ensuring the adoption and retention of our global customer base. Our next opportunity lies in enhancing customer engagement through more effective and proactive digital and self-serve channels. We are seeking a key player to establish the foundational elements that will accelerate our digital initiatives, driving adoption, value realization, and ultimately expansion within our customer base. The leader in this role will oversee both our digital strategy and the global scale of our business, providing the opportunity to:

• Accelerate our digital strategy by scaling channels, creating content, and proactively deploying resources to customers.

• Lead our global business scale, leveraging the digital engine to maximize adoption and expansion.

• Utilize customer data and insights to deliver value-added content that helps customers effectively use, adopt, and expand on our platform in an increasingly intelligent and scalable manner.

• Establish seamless transitions between digital engagements and frontline Customer Success personnel across all tiers of our business.

• Enable solutions tied to systems of work.

• Facilitate user and team activation.

We are looking for an ambitious leader with a strategic mindset to develop and execute a digital-first engagement strategy for our global customer base.

How You’ll Find Success

You will know you are excelling when the majority of Atlassian customers utilize digital channels for value-added support, advice, and best practices. Your efforts will significantly enhance digital engagement, assisting customers in adopting Atlassian technology and services.

In this role, you will be directly responsible for crafting a comprehensive digital engagement strategy for customers and leading the teams executing this strategy. Your activities will aim to:

• Further increase our coverage across the mid-market and high-velocity segments.

• Scale digital onboarding to ensure both user and team onboarding, facilitating customer adoption and change management.

• Create leverage by building a team to enhance value delivery to customers.

• Develop a comprehensive digital self-service omni-channel strategy.

Successful candidates must be strong people leaders who can devise strategies for success while simultaneously driving operational improvements. You should possess excellent organizational skills, be comfortable with ambiguity, solve previously unseen problems, and manage multiple priorities. Strong communication skills and the ability to collaborate cross-functionally are essential.

You will report to and work closely with the Global Head of Customer Experience and Strategic Programs, leading the Digital team and partnering with teams across Product, Success, Revenue Operations, etc. The Digital First initiative represents a critical operational shift within the Global Success Organization—this is an outstanding opportunity for you to be the primary driver of this significant transformation.

How You’ll Grow

• Own a substantial portion of our global business and the channels needed to engage that segment.

• Define a strategy, implement it in your area to maximize outcomes, and iterate for improvement. The foundational elements are in place; this role focuses on experimenting with customer engagements, identifying effective strategies, and scaling them quickly.

• Serve as a strategic leader across our entire global business, being part of a leadership team responsible for overseeing Atlassian’s entire customer base and shaping the digital model across the company.

Things You’ll Do

• Foster stakeholder alignment among owners of all digital and scalable engagement channels.

• Drive collaboration between digital and frontline teams to create leverage, enhance customer experience, and cultivate Atlassian champions among our customer base.

• Adopt a “CEO Mindset” and collaborate with cross-functional counterparts in Sales, Marketing, Product Management, Engineering, and Professional Services to evolve and scale our global service offerings, mature our industry-leading platform, refine our go-to-market