[Hiring] Global Head of Customer Success Operations @Atlassian

Role Description

This operational leadership role is a strategic partner to the Global Head of Customer Success and the Success leadership team, helping deliver in-period performance while we build and transform for tomorrow. You will own operations across the four pillars of the Global Success function — CSM, CSA, GPS, and CAT — and partner across Operations, Sales Technology, Enablement, Strategy, and Finance to drive operational excellence.

The ideal candidate blends operational rigor with a deep understanding of enterprise SaaS Success motions and thrives amid frequent change.

Responsibilities

• Cross-Pillar Success Operations
• Success Partnership & Insights
  • Act as the operational right hand to the VP of Global Customer Success and the leadership team.
  • Own the operating rhythm (MBRs, forecasts, planning cadences) and turn health and performance data into insight that drives adoption and retention decisions.
• Annual Success Planning
  • Run the annual coverage and capacity design cycles: data-driven target setting, segment coverage models, and headcount and plan design that tie resourcing to strategic priorities and scalable growth.
• Team Leadership
  • Build, lead, and develop a high-performing global Success Operations team, setting the standard for execution and accountability to stakeholders and customers across every pillar.
• Pillar Operations
  • Customer Success Managers (CSM)
    • Own the operational backbone of the customer health model that anchors FY27: the monthly health cadence, red/amber/green triggers that route to action, and the reporting that lets every CSM, leader, and executive read account health the same way.
    • Operationalize the CSM-as-prime model — clear ownership, handoffs, and interlocks with AEs, Partners, and supporting functions.
  • Customer Success Architects (CSA)
    • Own the demand-and-capacity engine behind the CSA “single front door.”
    • Build the intake, triage, and prioritization system that matches finite technical energy to the highest-value use cases.
    • Manage CSA capacity, utilization, and routing across both expertise dimensions (product/collection and domain).
    • Operationalize the engagement framework so it scales consistently by product area.
  • Global Professional Services (GPS)
    • Operationalize customer-paid success offerings against a fixed margin target: bookings and revenue tracking, billable utilization, resourcing, and the partner/channel interlock that lets GPS build-and-hand-off to certified partners without channel conflict.
  • Customer Success Acceleration & Transformation (CAT)
    • Provide the operational scaffolding for the offering “menu” and for scaling AI motions (AI CSM coverage, Success AI capability), including the instrumentation for product adoption, engagement, and deflection rates that proves these motions work.

Qualifications

• 15+ years of experience in Success or Revenue Operations, with 5+ years in a leadership capacity.
• Proven success supporting large, global B2B SaaS success and services teams across all segments (e.g., SMB, Mid-Market, Enterprise).
• Deep expertise in success planning, adoption, risk management, success processes, and services.
• Strong business acumen and executive presence, with the ability to influence cross-functional stakeholders and executive leadership.
• Experience managing or partnering closely with Systems, Data, Partners, and Sales teams.
• Passion for people leadership, coaching, and developing future leaders.
• Proficiency with SQL, Salesforce, Tableau, Excel, and other GTM tools.

Preferred Qualifications

• Experience standing up or re-architecting a global Customer Success operating model — reorgs, coverage redesign, or a shift to a health-model-driven operating system, not just running an existing operating model.
• Track record operationalizing AI-native CS motions — automating engagement, covering the long tail, or embedding AI into how a Success org works, not just what it sells.
• Professional services operations depth: managing to margin/COGS targets, billable utilization, and partner/channel co-delivery models.
• Experience building demand/capacity and prioritization systems for a scarce technical resource (e.g., solution architects, specialists), routing finite expertise to the highest-value work.
• Experience operating in a public company or pre-IPO scale-up environment.
• MBA or relevant advanced degree.

Benefits

• Wide range of perks and benefits designed to support you and your family.
• Health and wellbeing resources.
• Paid volunteer days.
• More details available at go.atlassian.com/perksandbenefits .