Customer Success Operations Manager, DX

Atlassian is a company motivated by a common goal to unleash the potential of every team through their software products. The Customer Success Operations Manager will partner with leadership to translate strategy into operational workflows, manage internal projects, and optimize the customer experience as the organization grows.

Responsibilities:

• Partner with CS leadership to translate strategy into actionable operational workflows
• Manage the end-to-end lifecycle of internal operational projects, from discovery to implementation
• Design and implement scalable coverage models that align team resources with customer needs as the business expands
• Oversee the evolution of our post-sales infrastructure to support a growing organization of 100+ team members
• Lead strategic data and systems migrations to ensure long-term technical stability and a seamless transition for the team
• Establish and monitor key performance metrics, program health scores, and time to onboard across all DX products
• Drive high-precision gross and net retention forecasting to ensure accurate revenue predictability
• Develop sophisticated metrics, reporting, and dashboards for post-sales managers to provide real-time visibility into team performance
• Identify opportunities to automate manual processes, reducing administrative burden and allowing the team to focus on high-value customer interactions
• Optimize the sales-to-post-sales handoff to ensure consistent follow-up and a friction-less customer experience
• Identify and resolve operational bottlenecks proactively to maximize overall team productivity and efficiency

Requirements:

• Experience partnering with leadership to design playbooks and actionable plans
• Deep understanding of customer success metrics, including gross and net retention
• Self-sufficient and comfortable driving results with little direction
• Strong excel proficiency
• Proactive, self-directed and results-oriented
• Bachelor's degree, or equivalent, a must
• Experience with Salesforce and Gainsight preferred