OverviewYour Future Org and Team
This role will sit on the Sales Productivity team and report to the Manager of Post Sales Process & Productivity. The CS Acceleration and Transformation (CAT) team will be the primary stakeholder group supported by this position. CAT works across customer journeys, operations, and technology to improve how we support customers at scale. You’ll partner with Digital Success, Onboarding, and Collections teams, alongside Analytics, Enablement, and Technical Solutions, to improve customer experiences and turn business needs into scalable processes and measurable outcomes.
Responsibilities
Responsibilities
Process excellence and requirements: Partner with Customer Success stakeholders to map current- and future-state journeys, facilitate discovery, and document business problems, process flows, business rules, requirements, acceptance criteria, and measurable outcomes.
Agentic AI Success Operations: Design customer journeys that combine digital programs, AI agents, and human touchpoints; define the signals, eligibility rules, handoffs, and human-in-the-loop controls. Improve proactive account identification, segmentation, engagement triggers, outreach, success planning, and outcome reporting, including for accounts without dedicated CSM coverage.
Onboarding and Product Adoption Operations: Improve intake, handoffs, milestone visibility, communications, success plans, and time to value through consistent, scalable workflows.
Systems and automation partnership: Translate business needs into solution briefs and prioritized backlogs; assess cross-system and data impacts; partner with Technical Solutions on design, integrations, automation, testing, and release readiness. Own the business “what and why” while Technical Solutions owns technical implementation and platform health.
Delivery and change: Coordinate cross-functional priorities, dependencies, risks, decisions, pilots, user acceptance testing, documentation, enablement, and adoption plans; inspect results after launch and iterate using customer and operational feedback.
Data and governance: Partner with Analytics to define instrumentation and reporting; promote data quality, documented standards, responsible system use, and transparent portfolio status.
Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.
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.
This role may also be eligible for benefits, bonuses, commissions, and equity.
Pay Ranges
In The Americas, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $153,000 - $199,750
Zone B: $137,700 - $179,775
Zone C: $127,800 - $166,850
Qualifications
Minimum Qualifications
7+ years of experience in business analysis, business process improvement, customer operations, systems implementation, or a related discipline.
5+ years of experience with Gainsight Administration, CRM platforms, and related GTM systems and AI tools
Experience designing cross-functional, customer-facing processes and translating ambiguous needs into requirements, process maps, business rules, and acceptance criteria.
Experience with digital customer engagement, onboarding, scaled Customer Success programs, or customer lifecycle management.
Experience defining requirements or governance for AI agents or automated customer engagement
Experience facilitating discovery, prioritization, and stakeholder decisions across business and technical teams.
Experience partnering with technical teams through solution design, testing, release, and post-launch adoption.
Strong analytical, communication, project coordination, and change-management skills; ability to define measures and use evidence to evaluate outcomes.
Preferred Qualifications
Experience with Jira, Confluence, analytics tools, or comparable business systems.
Experience with workflow automation, integrations, AI-enabled customer experiences, or large-scale operating-model change.
Familiarity with Atlassian’s product ecosystem and SaaS customer success practices.
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.
