About this role
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.
To help our teams work together effectively, this role is fully remote but requires you to be located in the continental United States.
Your 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
- 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.
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 .
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 .
In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.