[Hiring] Senior Scaled Adoption Manager @Atlassian

Role Description

Our Scaled Adoption Program Managers (SATs) are the heartbeat in driving continuous engagements for our broad customer base. Continuous engagements include virtual events offering customers with the opportunity to join live sessions with Atlassian experts. SATs amplify subject matter experts (SMEs) to demonstrate ways for customers to achieve value through engaging one:many formats such as live Workshops and Office Hours. Engagements are multi-sensory, nurturing emotional connection and enablement, while capturing data and assets that can be repurposed for further efforts to drive adoption.

SATs are dedicated to orchestrating these engagements, providing a backup engine that ensures CSMs have high-value proof points to help their customers realize the full value of their Atlassian investment. By combining AI-driven personalization, automation and expert-led delivery, every engagement feels tailored and high-value. The north star is to make every engagement so seamless that adoption accelerates organically so that CSMs can spend more time on multi-threading and strategic conversations.

Responsibilities

• Build quarterly and annual engagement roadmaps tied to measurable adoption outcomes and strategic company initiatives, ensuring CSMs always know the next best adoption plays for customers.
• Adapt and localize content so programs run smoothly for customers across different global regions/languages.
• Define KPIs such as Monthly Active User (MAU) lift, cloud migration acceleration, feature utilization.
• Quickly respond to field team requests for new feature launches and real-world customer use cases by industry.
• Build targeted audiences by product behavior/maturity, personas and team types.
• Measure and identify improvements based upon event attendance, sentiment and adoption impact.
• Deploy AI and automations to do the heavy lifting for event personalization, segmentation and distribution.
• Turn successful events into automated, always-on learning journeys in collaboration with Digital Success Managers.
• Collaborate with Product, Marketing, and Customer teams so everyone shares helpful materials without repeating effort.
• Partner with Marketing to amplify events and optimize experiences across channels.
• Build and improve internal documentation & SOPs to optimize delivery and impact.
• Ensure closed-loop actions into CSM playbooks.
• Facilitate regular communications and updates with cross-functional teams surrounding scaled adoption plays, framing work in terms of revenue and customer impact.

Qualifications

• 5+ years in Customer Success programs, Digital Customer Success or lifecycle marketing.
• Understanding of common Jira, Jira Service Management, Confluence and Loom end-user use cases and ways of working.
• Experience establishing collaborative cross-functional alignment across product, sales, support, marketing, and solution partners to facilitate a seamless customer experience.
• Experience with Gainsight, Salesforce, BI tools such as Tableau, Customer Data Platforms like Databricks and Webinar tools like Zoom and BigMarker.
• Experience using qualitative and quantitative data to run programs that deliver measurable outcomes.

Benefits

• 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.

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. 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.

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.