[Hiring] Principal, Customer Success Portfolio Design & Transformation @Atlassian

Role Description

Principal, Customer Success Portfolio Design & Transformation — will design and build the Customer Success portfolio for Atlassian’s enterprise customers. Responsibilities include:

• Lead the shift to solution selling and drive key transformations with CSM leaders.
• Streamline customer adoption and optimize CSM workflows using best practices and data-backed strategies.
• Incorporate CMS activities into LOS design for digital and self-service.
• Drive the GTM approach and motion for CSMs—define the set of plays, engagement models, and delivery motions based on segment, tier, and customer need.
• Identify and implement adoption levers to increase product adoption, maturity, and retention via data-driven programs and scalable resources.
• Apply enterprise adoption theories, maturity models, and change management principles.
• Ensure seamless integration by partnering with Product and Solution Factory teams to create a launch framework that enables repeatable, scalable execution.
• Design and operationalize the enterprise customer success journey focused on "moments that matter," including key milestones.
• Define a value framework tied to outcomes so CSMs can demonstrate ROI and product impact through consistent reporting and insights.
• Build a scalable program with well-defined assets, integrated enablement and content systems, and partnerships with Customer Education and self-service teams to extend adoption reach and depth.

Qualifications

• 8+ Years of Strategy, business/CS operations, management consulting, or org design with a track record of shaping structural or operating-model decisions.
• Experience in Customer Success or enterprise GTM strategy.
• Led large, cross-functional transformations in highly matrixed organizations.
• Strong strategic and analytical thinking — comfortable with market research, quantitative modeling, and narrative recommendations.
• Excellent structured thinking, framework building, and storytelling — able to turn ambiguous strategic questions into clear, well-reasoned designs.
• Managed enterprise portfolios, including multi-product adoption paths, complex renewal cycles, and custom solution delivery.
• Expertise in mapping complex enterprise customer journeys.
• Built, scaled, and operationalized enterprise success, adoption frameworks and programs.
• Served as liaison between Product and Customer Success to align product updates with enterprise customer needs.
• Data-driven decision making: leverage customer insights to inform program design, track performance, and iterate.

Benefits

• A wide range of perks and benefits designed to support you and your family.
• Health and wellbeing resources.
• Paid volunteer days.
• And much more.

Company Description

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.

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.