About this role
Principal, Customer Success Portfolio Design & Transformation
Sales | Mountain View, United States or Remote | Remote, Remote |
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.
Principal, Customer Success Portfolio Design & Transformation — will design and build the Customer Success portfolio for Atlassian’s enterprise customers. Build frameworks for how Atlassian engages customer segments and drives adoption across initiatives such as success planning, value realization, onboarding, and product adoption. Design and roll out a go-to-market approach aligned with customer milestones and business goals, ensuring customers achieve measurable outcomes throughout their lifecycle. Work cross-functionally with Customer Success, Product, Sales, Strategy, and Revenue Operations to operationalize best practices, create playbooks, and enable teams to deliver consistent, high-impact customer experiences at every stage of the enterprise journey.
This role sits at the intersection of strategy and structural design. Work closely with the Global Head of CSMs and other CSM leaders on transformation initiatives and drive the co-creation and publication of the CSM portfolio and strategy
Lead the shift to solution selling and drive key transformations with CSM leaders, streamlining customer adoption and optimizing 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.
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We foll