Strategic Program Manager - Success

Atlassian•Austin, TX

22d•$123,300 - $193,875

About The Position

Role Overview: We are seeking a highly motivated and experienced Manager, Success Strategy, to join our Customer Experience & Strategic Programs team. In this role, you will be responsible for developing and executing strategies that drive enterprise customer success, enhance customer experiences, and foster long-term relationships. You will work closely with cross-functional teams, including Strategy, Operations, Product, Sales, Marketing, and Support, to ensure our customers achieve their desired outcomes with Atlassian products.Key Responsibilities: Strategic Planning: Develop and implement comprehensive enterprise customer success strategies that align with Atlassian’s business goals and customer needs. Identify opportunities for improvement and innovation in our customer success processes and practices. Strong understanding of Success Plans, Value Frameworks, and Enterprise Customer Success. Customer Insights: Gather and analyze customer feedback, usage data, and market trends to gain insights into customer behavior and preferences. Use these insights to inform strategy and decision-making. Team Leadership: Lead, mentor, and inspire a team of customer success strategists. Foster a culture of collaboration, continuous improvement, and customer-centricity within the team. Customer Engagement: Design and oversee programs and initiatives to engage customers at key points in their journey, ensuring they derive maximum value from our products. Stakeholder Collaboration: Partner with CS Leadership, Product, Sales, Marketing, and Support teams to align customer success initiatives with broader company objectives. Advocate for customer needs and ensure their voice is heard in strategic discussions. Performance Metrics: Establish and track key performance indicators (KPIs) to measure the effectiveness of customer success programs. Use data-driven insights to refine strategies and improve outcomes. Innovation and Best Practices: Stay current with industry trends, best practices, and emerging technologies in customer success. Introduce innovative approaches to enhance customer experiences and drive success. Customer Health: Develop and implement frameworks to monitor and improve customer health scores. Proactively address potential issues and ensure customers are on track to achieve their goals.

Requirements

8+ years of experience in customer success, strategy, or a related field, with at least 3 years in a leadership role.
Proven track record of developing and executing successful customer success strategies.
Strong analytical skills with the ability to interpret complex data and make data-driven decisions.
Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
Demonstrated ability to lead and inspire high-performing teams.
Passion for customer success and a deep commitment to driving customer outcomes.
Multi-product experience
Complex & matrixed orgs
Environment (DC vs. Cloud)
CS Strategy and Methodology experience i.e. Success Plans, Adoption Programs
Data & Analytics Skills: experience with health score inputs, churn insights, and forecasting.
Strong stakeholder management (listening skills, lead with empathy, business justification, objection handling)
Program management: prioritization, level of effort, impact
Resource Management: pacing, managing contractors, etc.
Leadership experience: player coach, able to take on programs themselves and leadership. Performance management capabilities, holding a high bar, but enable and build employee autonomy.

Nice To Haves

Experience with Atlassian products and a strong understanding of the software industry is a plus.

Responsibilities

Strategic Planning: Develop and implement comprehensive enterprise customer success strategies that align with Atlassian’s business goals and customer needs. Identify opportunities for improvement and innovation in our customer success processes and practices. Strong understanding of Success Plans, Value Frameworks, and Enterprise Customer Success.
Customer Insights: Gather and analyze customer feedback, usage data, and market trends to gain insights into customer behavior and preferences. Use these insights to inform strategy and decision-making.
Team Leadership: Lead, mentor, and inspire a team of customer success strategists. Foster a culture of collaboration, continuous improvement, and customer-centricity within the team.
Customer Engagement: Design and oversee programs and initiatives to engage customers at key points in their journey, ensuring they derive maximum value from our products.
Stakeholder Collaboration: Partner with CS Leadership, Product, Sales, Marketing, and Support teams to align customer success initiatives with broader company objectives. Advocate for customer needs and ensure their voice is heard in strategic discussions.
Performance Metrics: Establish and track key performance indicators (KPIs) to measure the effectiveness of customer success programs. Use data-driven insights to refine strategies and improve outcomes.
Innovation and Best Practices: Stay current with industry trends, best practices, and emerging technologies in customer success. Introduce innovative approaches to enhance customer experiences and drive success.
Customer Health: Develop and implement frameworks to monitor and improve customer health scores. Proactively address potential issues and ensure customers are on track to achieve their goals.

Benefits

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.

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