Program Manager, Scaled Customer Success Strategy

$120,800 - $194,100/Yr

Atlassian - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Publishing Industries

About the position

The Senior Program Manager for Customer Programs at Atlassian will play a pivotal role in enhancing customer experience (CX) through innovative programs and scalable solutions. This position focuses on driving customer success, product adoption, and advocacy by collaborating with various teams to develop and implement strategic initiatives that improve the mid-market customer journey and overall customer engagement.

Responsibilities

• Define, lead, and track the execution of strategic and operational programs, ensuring timely and successful outcomes.
• Develop and optimize the mid-market customer journey with a focus on digital-first strategies, leveraging scalable technology and tools.
• Create and manage digital customer journeys, including content creation, curation, and measurement of success through robust metrics.
• Design and implement lifecycle management processes and playbooks to drive customer success and retention.
• Lead and support the development of specialist programs, ensuring their successful implementation and alignment with organizational goals.
• Develop and maintain playbooks for key roles, including Advisory, Customer Success Managers, and Renewal Managers, ensuring consistency and effectiveness.
• Drive the successful execution of the Global Customer Success GTM strategy, with a focus on enabling digital and mid-market motions.
• Lead change management initiatives to facilitate the adoption of new processes, features, tools, and technology that enhance customer engagement and outcomes.
• Build strong relationships with internal and external stakeholders to align on objectives, foster collaboration, and achieve adoption goals.

Requirements

• 3+ years in program management, preferably in SaaS or software industries, with a proven track record of driving adoption and engagement initiatives.
• Strong strategic thinking and problem-solving skills, with the ability to develop and execute complex adoption programs.
• Proficiency in data analysis and interpretation to drive insights and decision-making.
• Excellent communication and presentation skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Demonstrated experience in managing cross-functional projects with tight deadlines and competing priorities.
• Passion for understanding customer needs and delivering exceptional customer experiences.

Nice-to-haves

• Experience with Atlassian products or similar collaboration tools.
• Knowledge of agile methodologies and practices.

Benefits

• Health coverage
• Paid volunteer days
• Wellness resources