Senior Manager, Digital Success

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.
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 strategy, and improve overall customer experience.
• Grow and lead a rapidly expanding, diverse, and high-performing team of world-class Digital and Experience Management professionals.
• Guide teams across multiple disciplines to build a digital engine that creates targeted experiences across various products and channels, improving active user engagement with multiple customer segments and customizing content based on their lifecycle stage.
• As a key member of the CX leadership team, contribute to steering the Global Success function.

What We're Looking For On Your Resume

• 5+ years of experience in a combination of SaaS, strategy, consulting, operations, product management, or a related field.
• Experience in Digital/Adoption Marketing and/or Digital Customer Success.
• Previous experience in building and deploying digitally-enabled customer strategies is preferred.
• Proven track record of leading successful teams that work effectively across functions is preferred.
• Passion for coaching and mentoring high-performing team members, aimed at developing their skills and career trajectories.
• Demonstrated ability to build scalable business operations and deliver key business results.
• Strong prioritization skills, with the ability to manage multiple concurrent projects from inception to completion.
• Capability to utilize data and metrics to communicate strategy to internal stakeholders and external clients.
• An entrepreneurial spirit with a high tolerance for ambiguity and complexity.
• Ability to operate efficiently with limited resources, understand business needs, and effectively communicate with C-Level personnel.
• Capacity to have a significant impact across the business, thinking holistically about the industry and Atlassian's partnership with our customer base.

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: $171,800 - $229,000
Zone B: $154,600 - $206,100
Zone C: $142,600 - $190,100
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.
Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
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 .