Senior Digital Success Manager

Overview

The Digital and Agentic Success team is pivotal to Atlassian, tasked with ensuring the adoption and retention of our 300k global customer base. Our next opportunity lies in enhancing engagements through omni-channel alignment with personalized customer journeys at scale — regardless of segment. The foundational elements are in place; this role focuses on experimenting with co-ordinated plays, identifying effective strategies, and scaling them quickly. There's no named book of business but the expectation is to bring the same ownership and customer-first urgency to cross-functional programs that a CSM brings to individual accounts. A builder mentality is a must. You should be comfortable with ambiguity and bring structure, speed, and continuous improvement. Success is measured not only by the programs you launch today, but by the autonomous experiences you enable tomorrow.

Responsibilities

What You’ll Do

• Align message consistency and timing across email, in-app, community, learning, AI agents and human channels so each customer touchpoint reinforces the same core actions to maximize adoption

• Partner with Product and Data Science/Analytics to identify product telemetry signals to underpin and measure programmatic outreach that can be executed by humans, automation or AI agents

• Partner with Product, Marketing and Customer Success to identify proven use-case content to optimize for distribution across omni-channel plays

• Unlock wall-to-wall expansion by championing product agnostic, team-persona targeting

• Leverage tech and automation to build pathways for customers between digital/agentic and frontline teams

• Lead change through cross-functional influence, data-backed hypothesis and experimentation

• Nurture cross-functional relationships, establishing regular feedback rhythms to maximize impact

• Proactively optimize ways of working, sharing craft expertise, demonstrating mentorship across the team 

• Frame work in terms of revenue and customer impact

Qualifications

Your Background

• Experience in Digital/Adoption Marketing and/or Digital Customer Success

• Proven track record of influencing cross-functional partners to improve customer outcomes and experiences

• Strong prioritization skills, with the ability to manage multiple concurrent projects from inception to completion

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.

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.

This role may also be eligible for benefits, bonuses, commissions, and equity.

Geographic Pay Ranges (Pulls compensation from Workday)

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: $148,696 - $194,130

Zone B: $133,826 - $174,717

Zone C: $123,417 - $161,128

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.

In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.