Customer Success Operations Manager, DX

Atlassian is a company motivated by a common goal to unleash the potential of every team. They are seeking a Customer Success Operations Manager to partner with leadership, manage operational projects, and enhance the post-sales infrastructure to support a growing organization.

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