Digital Success Manager

Atlassian; Greater London; Remote; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Health and wellbeing resources

Paid volunteer days

Supportive local community initiatives

Job summary

At Atlassian, the Digital Success team seeks a UK-based specialist to optimise omni-channel customer journeys and scale engagement across email, in-app, community, learning and AI-enabled touchpoints.

You will partner with Product, Data Science and Marketing to identify telemetry signals, test hypotheses, and drive program effectiveness while aligning stakeholders across functions and regions. This role offers a flexible, distributed work environment in the UK.

Qualifications

• Experience with omni-channel customer success programs and data-backed experimentation.
• Ability to drive cross-functional initiatives across Product, Marketing and Data Science.
• Familiar with CDPs, data warehouses and journey orchestration tools.

Responsibilities

• Align omni-channel messaging across email, in-app and other touchpoints.
• Collaborate with Product, Data Science and Analytics to measure program impact.
• Identify content and use-cases to optimize distribution across plays.
• Lead cross-functional initiatives with clear milestones and timelines.

Skills

Hypothesis testing

Cross-functional leadership

Data-driven decisions

Experimentation

Tools

Jira

Jira Service Management

Confluence

Loom

ActionIQ

Databricks

Gainsight

Tableau

Job description

Overview

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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Overview

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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

To help our teams work together effectively, this role requires you to be located in the UK. We don't offer relocation support for this role.

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.

Responsibilities

In this role, you will

• 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
• Lead change through cross-functional influence, data-backed hypothesis and experimentation

Qualifications

About You

• Understanding of common Jira, Jira Service Management, Confluence and Loom end-user use cases and ways of working.
• Hands-on experience working with modern digital success and data tech stacks, including Customer Data Platforms (CDPs / ActionIQ), data warehouses (e.g., Databricks), journey orchestration tools (e.g., Gainsight), and BI analytics platforms (e.g., Tableau)
• Strong ability to formulate testable hypotheses, identify leading product telemetry signals, and rapidly iterate or pivot omni-channel plays based on cohort performance and adoption data.
• Proven track record of leading complex cross-functional initiatives with clarity, maintaining rigorous milestone tracking and meeting tight deadlines while aligning diverse stakeholders across Product, Marketing, Data Science, and Customer Success.

Benefits & Perks

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. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

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.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

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.