Customer Success Operations Manager, DX

Overview

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.

Responsibilities

• Partner with CS leadership to translate strategy into actionable operational workflows
• Manage the end-to-end lifecycle of internal operational projects, from discovery to implementation
• Design and implement scalable coverage models that align team resources with customer needs as the business expands.
• Oversee the evolution of our post-sales infrastructure to support a growing organization of 100+ team members
• Lead strategic data and systems migrations to ensure long-term technical stability and a seamless transition for the team
• Establish and monitor key performance metrics, program health scores, and time to onboard across all DX products
• Drive high-precision gross and net retention forecasting to ensure accurate revenue predictability
• Develop sophisticated metrics, reporting, and dashboards for post-sales managers to provide real-time visibility into team performance
• Identify opportunities to automate manual processes, reducing administrative burden and allowing the team to focus on high-value customer interactions
• Optimize the sales-to-post-sales handoff to ensure consistent follow-up and a friction-less customer experience
• Identify and resolve operational bottlenecks proactively to maximize overall team productivity and efficiency

Qualifications

• Experience partnering with leadership to design playbooks and actionable plans
• Deep understanding of customer success metrics, including gross and net retention
• Self-sufficient and comfortable driving results with little direction
• Strong excel proficiency
• Experience with Salesforce and Gainsight preferred
• Proactive, self-directed and results-oriented
• Bachelor's degree, or equivalent, a must

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: USD 149400 - USD 195050

Zone B: USD 135000 - USD 176250

Zone C: USD 124200 - USD 162150

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.

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