Sr. Principal Product Marketing Manager, CSM

Atlassian; Georgia (VT); Remote; USD 180,000 - 242,000; Full time

Job summary

Atlassian is searching for a seasoned product marketing manager to drive the go-to-market strategy for its Customer Service Management solution. This highly strategic role involves cross-functional collaboration to ensure product success, utilizing deep market insights and effective positioning to lead the product's adoption and growth in the market.

Benefits

Health and wellbeing resources

Paid volunteer days

Qualifications

• 12+ years in product marketing or go-to-market roles in B2B SaaS.
• 6+ years marketing AI-first customer service or similar products.
• Strong strategic thinking and storytelling skills.

Responsibilities

• Develop and lead go-to-market strategy for CSM solution.
• Conduct competitive analysis and ongoing market research.
• Craft differentiated positioning and messaging for marketing.

Skills

Strategic thinking

Storytelling skills

Project management

Job description

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

Join a passionate team at Atlassian that's reimagining how modern customer service is delivered. In this role, you’ll own the go-to-market (GTM) strategy for our Customer Service Management (CSM) solution. You’ll help lead the charge in taking the product from beta to general availability (GA) and beyond, shaping product direction with customer insights, crafting compelling narratives, and driving adoption through strategic initiatives.

This is a highly cross-functional role that partners with product, engineering, sales, brand, analyst relations, and more to establish Atlassian as a leader in the CSM market.

What you'll do

Go-to-Market Strategy: Develop and lead a comprehensive GTM strategy to bring Atlassian’s CSM offering from beta through GA and into sustained growth. Define target segments, personas, success metrics, and key channels for awareness and adoption. Use market, customer, and competitive insights to inform product direction and growth opportunities.

Market and Competitive Intelligence: Conduct deep competitive analysis and ongoing market research to identify whitespace, inform product differentiation, and sharpen competitive positioning. Partner with product to guide roadmap prioritization based on market shifts and customer needs.

Positioning and Messaging: Craft differentiated positioning and messaging that clearly articulates how Atlassian delivers modern, AI-powered customer service experiences. Tailor value propositions, ensure message consistency across all touchpoints, and adapt based on customer and market feedback throughout the product lifecycle.

Customer Advocacy: Partner with customer marketing to identify and elevate key customers as references, champions, and storytellers. Use their stories to build credibility in-market and gather qualitative insights for messaging refinement.

Pricing and Packaging: Collaborate with product and business operations to shape the pricing & packaging strategy that aligns with customer needs and drives business growth.

Sales and Partner Tools and Enablement: Equip Atlassian’s field teams with the content, tools, and training needed to sell the new CSM offering effectively. Develop and maintain messaging guides, battle cards, objection handling, and persona-specific materials that evolve with the product’s maturity.

PMM Craft and Mentorship: Serve as a role model for product marketing excellence, mentoring junior PMMs and contributing to the evolution of best practices across the team.

12+ years of experience in product marketing or go-to-market roles in B2B SaaS

6+ years of experience marketing AI-first customer service, ITSM, or CX products, preferably with experience launching a net-new product or taking one from beta to GA

Strong strategic thinking and storytelling skills, with the ability to turn technical capabilities into clear customer value

Strong project management capabilities, adept at coordinating multiple workstreams and fostering collaboration across diverse teams.

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $200,900 - $267,800

Zone B: $180,800 - $241,100

Zone C: $166,700 - $222,300

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

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.

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