Principal, Success Portfolio Design & Transformation
About The Position
This role will design and build the Customer Success portfolio for Atlassian’s enterprise customers. Build frameworks for how Atlassian engages customer segments and drives adoption across initiatives such as success planning, value realization, onboarding, and product adoption. Design and roll out a go-to-market approach aligned with customer milestones and business goals, ensuring customers achieve measurable outcomes throughout their lifecycle. Work cross-functionally with Customer Success, Product, Sales, Strategy, and Revenue Operations to operationalize best practices, create playbooks, and enable teams to deliver consistent, high-impact customer experiences at every stage of the enterprise journey. This role sits at the intersection of strategy and structural design. Work closely with the Global Head of CSMs and other CSM leaders on transformation initiatives and drive the co-creation and publication of the CSM portfolio and strategy.
Requirements
- 8+ Years of Strategy, business/CS operations, management consulting, or org design with a track record of shaping structural or operating-model decisions
- Experience in Customer Success or enterprise GTM strategy
- Led large, cross-functional transformations in highly matrixed organizations
- Strong strategic and analytical thinking — comfortable with market research, quantitative modeling, and narrative recommendations
- Excellent structured thinking, framework building, and storytelling — able to turn ambiguous strategic questions into clear, well-reasoned designs
- Managed enterprise portfolios, including multi-product adoption paths, complex renewal cycles, and custom solution delivery
- Expertise in mapping complex enterprise customer journeys
- Built, scaled, and operationalized enterprise success, adoption frameworks and programs
- Served as liaison between Product and Customer Success to align product updates with enterprise customer needs
- Data-driven decision making: leverage customer insights to inform program design, track performance, and iterate
Responsibilities
- Lead the shift to solution selling and drive key transformations with CSM leaders, streamlining customer adoption and optimizing CSM workflows using best practices and data-backed strategies. Incorporate CMS activities into LOS design for digital and self-service.
- Drive the GTM approach and motion for CSMs—define the set of plays, engagement models, and delivery motions based on segment, tier, and customer need.
- Identify and implement adoption levers to increase product adoption, maturity, and retention via data-driven programs and scalable resources. Apply enterprise adoption theories, maturity models, and change management principles.
- Ensure seamless integration by partnering with Product and Solution Factory teams to create a launch framework that enables repeatable, scalable execution.
- Design and operationalize the enterprise customer success journey focused on "moments that matter," including key milestones.
- Define a value framework tied to outcomes so CSMs can demonstrate ROI and product impact through consistent reporting and insights.
- Build a scalable program with well-defined assets, integrated enablement and content systems, and partnerships with Customer Education and self-service teams to extend adoption reach and depth.
Benefits
- health and wellbeing resources
- paid volunteer days
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
No Education Listed
