Sr. Principal Product Marketing Manager, CSM

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

Join a passionate team at Atlassian that's reimagining how modern customer service is delivered. In this role, you’ll own the go-to-market (GTM) strategy for our Customer Service Management (CSM) solution. You’ll help lead the charge in taking the product from beta to general availability (GA) and beyond, shaping product direction with customer insights, crafting compelling narratives, and driving adoption through strategic initiatives.

This is a highly cross-functional role that partners with product, engineering, sales, brand, analyst relations, and more to establish Atlassian as a leader in the CSM market.

What you'll do

• Go-to-Market Strategy: Develop and lead a comprehensive GTM strategy to bring Atlassian’s CSM offering from beta through GA and into sustained growth. Define target segments, personas, success metrics, and key channels for awareness and adoption. Use market, customer, and competitive insights to inform product direction and growth opportunities.

• Market and Competitive Intelligence: Conduct deep competitive analysis and ongoing market research to identify whitespace, inform product differentiation, and sharpen competitive positioning. Partner with product to guide roadmap prioritization based on market shifts and customer needs.

• Positioning and Messaging: Craft differentiated positioning and messaging that clearly articulates how Atlassian delivers modern, AI-powered customer service experiences. Tailor value propositions, ensure message consistency across all touchpoints, and adapt based on customer and market feedback throughout the product lifecycle.

• Customer Advocacy: Partner with customer marketing to identify and elevate key customers as references, champions, and storytellers. Use their stories to build credibility in-market and gather qualitative insights for messaging refinement.

• Pricing and Packaging: Collaborate with product and business operations to shape the pricing & packaging strategy that aligns with customer needs and drives business growth.

• Sales and Partner Tools and Enablement: Equip Atlassian’s field teams with the content, tools, and training needed to sell the new CSM offering effectively. Develop and maintain messaging guides, battle cards, objection handling, and persona-specific materials that evolve with the product’s maturity.

• PMM Craft and Mentorship: Serve as a role model for product marketing excellence, mentoring junior PMMs and contributing to the evolution of best practices across the team.

Qualifications

• 12+ years of experience in product marketing or go-to-market roles in B2B SaaS

• 6+ years of experience marketing AI-first customer service, ITSM, or CX products, preferably with experience launching a net-new product or taking one from beta to GA

• Strong strategic thinking and storytelling skills, with the ability to turn technical capabilities into clear customer value

• Strong project management capabilities, adept at coordinating multiple workstreams and fostering collaboration across diverse teams.

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: $200,900 - $267,800

Zone B: $180,800 - $241,100

Zone C: $166,700 - $222,300

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