Senior Manager, Services Strategy

Working at Atlassian
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.
Atlassian's enterprise customers are prolific in our everyday life and our tools contribute to the things we use and see every single day! We recognise these customers' unique needs, driven by characteristics such as size, compliance requirements, organizational structure or risk appetite, across Cloud and Data Center deployments.
We are looking for an experienced and strategic leader to manage our Services Offers Team. As the Manager of Professional Services Offers, you will design and deliver both paid and complimentary service solutions tailored to customer needs across all post-sales segments, ensuring clear differentiation and value at every level. Your expertise in service design will be essential to enhancing operational efficiency and maximizing customer outcomes.
Key Responsibilities:

• Service Offer Design:
  
  • Develop and launch a comprehensive portfolio of services, including implementation (hands-on keyboard), project management, and Technical Account Management (TAM).
  • Design both monetized and free services that align with the customer journey and provide value across all post-sales segments (enterprise, mid-market, and SMB).
  • Create scalable offers that address different levels of customer needs, ranging from self-service to high-touch engagement.
• Implementation & Ongoing Service Leadership:
  
  • Lead the development of end-to-end implementation services, focusing on hands-on execution that accelerates product adoption and time to value.
  • Build frameworks for ongoing services such as project management, TAM, and operational support to ensure continuous customer success.
• Monetization Strategy:
  
  • Define the strategy for monetized services, identifying opportunities to upsell or cross-sell professional services to generate additional revenue streams.
  • Create pricing models for paid services, ensuring competitive positioning in the market.
• Level of Service Design:
  
  • Develop clear definitions for paid vs. free services, ensuring value differentiation for customers.
  • Implement service tiers and segmentation strategies to offer tailored experiences across all post-sales segments.
• Cross-Functional Collaboration:
  
  • Work closely with Customer Success, Sales, and Product teams to ensure alignment between services and the overall customer success strategy.
  • Partner with finance and operations to ensure efficient resource allocation, budgeting, and forecasting for professional services.
• Team Leadership & Development:
  
  • Lead and mentor a team of service delivery professionals, fostering a culture of customer-centricity and operational excellence.
  • Drive professional development within the team, ensuring they are equipped to deliver high-quality services and customer outcomes.

Qualifications:

• Proven experience in building and scaling professional services teams and offers within a technology or SaaS environment.
• Strong background in implementation, project management, and Technical Account Management (TAM) services.
• Expertise in designing paid and free service offerings across post-sales segments (enterprise, mid-market, SMB).
• Deep understanding of service monetization strategies, including pricing models and revenue generation.
• Experience working cross-functionally with Customer Success, Sales, and Product teams to drive service alignment and value creation.
• Strong leadership skills with a track record of building high-performing teams.
• Excellent communication, negotiation, and relationship management skills.

Preferred Experience:

• Experience in a SaaS company, with a strong understanding of customer success and post-sales strategies.
• Knowledge of customer success metrics and how professional services contribute to them.
• Familiarity with Gainsight, Salesforce, or similar tools is a plus.

Why Join Us?
This is a key leadership role in shaping the future of our professional services and driving customer success through innovative, scalable, and value-driven service offerings. You'll have the opportunity to make a direct impact on the customer experience while driving new revenue opportunities for the business.
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: $164,400 - $219,200
Zone B: $148,000 - $197,300
Zone C: $136,500 - $182,000
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.
Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
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 .