Customer Loyalty and Retention Program Manager

Atlassian is a leading provider of collaboration, development, and issue tracking software for teams. With over 50,000 global customers (including 85 of the Fortune 100), we’re advancing the power of collaboration with products including JIRA, Confluence, HipChat, Bitbucket, and more. Driven by honest values, an amazing culture, and consistent revenue growth, we’re out to unleash the potential of every team.

We're obsessed with customer retention, yet we recognize that customer success is not something which one team can own; the entire lifecycle and customer journey shapes the long-term success of the customer with our products and services. The Customer Operations team provides insights across all sources of customer data enabling programs to improve engagement and loyalty. Atlassian has an analytics DNA that runs deep through the company's core, giving us robust data to test our hypotheses; across marketing assets, product usage, purchasing & finance, support, loyalty and feedback. Critically, we collaborate with a wide range of teams in Atlassian to ultimately drive action and make customers widely successful with our products. We're a small team made up of passionate people who like to get stuff done and make our customers' lives better. If this is the way you like to work, come join us!

As a program manager focusing on customer loyalty and retention, you'll drive campaigns designed to keep our customers happy and productive. You'll partner with teams throughout the company to craft the best messaging and segmentation approaches with lots of mentorship from our analytics gurus. Working closely with product experts, you'll seek to understand the domain and the underlying challenges and opportunities that our customers have. You'll then be responsible for the creation and execution of the campaigns, working with various internal teams such as Marketing, Product, Design, and more to make that happen. At Atlassian, we love testing and getting things right, so this job will have a heavy focus on exploring optimal channels to better reach our customers, experimenting with new channels as needed. As an out-of-the box thinker and creative problem solver, you'll get to shake things up and try out new techniques. To ensure our work is impactful as possible, you'll handle A/B testing for messaging efforts and crafting comprehensive success measures and critical metrics. A key part of your role will be contributing your findings and successes to other teams, ensuring that we have consistent and effective outreach to customers. Since you'll work with both local and remote teammates, excellent communication and execution skills are critical, especially when it comes to tracking progress against weekly, monthly, and quarterly goals, as well as roadblocks standing in your way. This is a pivotal role in Atlassian's journey as a company and will develop programs to reach customers in ways we've never done before. In this role, you'll exhibit unflagging enthusiasm for making every part of our customer's journey painless, and bring partners onboard to try new ideas and initiatives that help us foster customer loyalty.

* 3+ years of experience developing loyalty and/or retention programs, preferably in an enterprise environment * A real passion for collaboration with a variety of teams, both remote and onsite toward common goals * Strong ability to guide projects with multiple partners, taking a balanced and pragmatic approach that still challenges to status quo * Creative problem-solving skills especially in relation to customer touchpoints and value propositioning with an excitement to work in an innovative, nimble environment * Interest in building loyalty and retention strategies based on the insights you derive from customer analytics and modeling **It's great, but not required if you:** * Have experience across both customer-facing and internal business process programs * Are a technical whiz, and have an enthusiasm for understanding a technical product portfolio so you can develop empathy for customer and speak their language * Have prior experience with Atlassian products