Senior Digital Success Manager

The Digital Success team is pivotal to Atlassian, tasked with ensuring the adoption and retention of our 300k global customer base. Our next opportunity lies in enhancing engagements through omni-channel alignment with personalized customer journeys at scale — regardless of segment. The foundational elements are in place; this role focuses on experimenting with co-ordinated plays, identifying effective strategies, and scaling them quickly. Success is measured not only by the programs you launch today, but by the autonomous experiences you enable tomorrow.

• Align message consistency and timing across email, in-app, community, learning, AI agents and human channels so each customer touchpoint reinforces the same core actions to maximize adoption

• Partner with Product and Data Science/Analytics to identify product telemetry signals to underpin and measure programmatic outreach that can be executed by humans, automation or AI agents

• Partner with Product, Marketing and Customer Success to identify proven use-case content to optimize for distribution across omni-channel plays

• Unlock wall-to-wall expansion by championing product agnostic, team-persona targeting

• Leverage tech and automation to build pathways for customers between digital/agentic and frontline teams

• Nurture cross-functional relationships, establishing regular feedback rhythms to maximize impact

• Proactively optimize ways of working, sharing craft expertise, demonstrating mentorship across the team

• Frame work in terms of revenue and customer impact
  

• Experience in Digital/Adoption Marketing and/or Digital Customer Success

• Proven track record of influencing cross-functional partners to improve customer outcomes and experiences

• Strong prioritization skills, with the ability to manage multiple concurrent projects from inception to completion