Global Head of Customer Success Operations

Atlassian•San Francisco, CA

2d•$175,545 - $276,125•Hybrid

About The Position

Atlassian is on a mission to reinvent B2B selling and has built a fast-growing, multi-billion-dollar business by focusing on products that delight customers and removing friction to drive adoption and growth. The Global Success Organization is the post-sales operating system for Atlassian, managing customer relationships, closing adoption gaps, and identifying expansion opportunities. This operational leadership role is a strategic partner to the Global Head of Customer Success and the Success leadership team, responsible for delivering in-period performance and transforming for the future. The role owns operations across the four pillars of the Global Success function: CSM, CSA, GPS, and CAT, and collaborates with Operations, Sales Technology, Enablement, Strategy, and Finance to drive operational excellence. The ideal candidate possesses operational rigor, a deep understanding of enterprise SaaS Success motions, and thrives in a high-growth, changing environment.

Requirements

15+ years of experience in Success or Revenue Operations, with 5+ years in a leadership capacity
Proven success supporting large, global B2B SaaS success and services teams across all segments (e.g., SMB, Mid-Market, Enterprise)
Deep expertise in success planning, adoption, risk management, success processes, and services
Strong business acumen and executive presence, with the ability to influence cross-functional stakeholders and executive leadership
Experience managing or partnering closely with Systems, Data, Partners, and Sales teams
Passion for people leadership, coaching, and developing future leaders
Proficiency with SQL, Salesforce, Tableau, Excel, and other GTM tools

Nice To Haves

Experience standing up or re-architecting a global Customer Success operating model (reorgs, coverage redesign, or a shift to a health-model-driven operating system)
Track record operationalizing AI-native CS motions (automating engagement, covering the long tail, or embedding AI into how a Success org works)
Professional services operations depth: managing to margin/COGS targets, billable utilization, and partner/channel co-delivery models
Experience building demand/capacity and prioritization systems for a scarce technical resource (e.g., solution architects, specialists)
Experience operating in a public company or pre-IPO scale-up environment
MBA or relevant advanced degree

Responsibilities

Act as the operational right hand to the VP of Global Customer Success and the leadership team, owning the operating rhythm (MBRs, forecasts, planning cadences) and translating health and performance data into insights for adoption and retention decisions.
Run the annual coverage and capacity design cycles, including data-driven target setting, segment coverage models, and headcount and plan design that align resourcing with strategic priorities and scalable growth.
Build, lead, and develop a high-performing global Success Operations team, setting standards for execution and accountability to stakeholders and customers across all pillars.
Own the operational backbone of the customer health model for Customer Success Managers (CSM), including the monthly health cadence, red/amber/green triggers, and reporting. Operationalize the CSM-as-prime model with clear ownership, handoffs, and interlocks with AEs, Partners, and supporting functions.
Own the demand-and-capacity engine for Customer Success Architects (CSA), building the intake, triage, and prioritization system to match technical energy with high-value use cases. Manage CSA capacity, utilization, and routing, and operationalize the engagement framework for scalability.
Operationalize customer-paid success offerings for Global Professional Services (GPS) against a fixed margin target, including bookings and revenue tracking, billable utilization, resourcing, and partner/channel interlocks.
Provide the operational scaffolding for the Customer Success Acceleration & Transformation (CAT) offering menu and for scaling AI motions, including instrumentation for product adoption, engagement, and deflection rates.