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About the Role
The Digital & Agentic Success team is seeking an Agentic Success Portfolio Lead to build and manage the systems, telemetry pipelines, and AI orchestration layer that powers their Digital Success OS. This role involves bridging data engineering, data science, AI workflows, and customer journey orchestration to scale customer success through data, automation, and AI.
Responsibilities
- Create the systems, data flows, and journey orchestration needed to support uncovered accounts, pilot patterns, and scale across broader customer segments.
- Convert product telemetry, lifecycle stage, health, contact engagement, sentiment, support, and commercial signals into customer plays, AI-agent triggers, CTAs, and human handoffs.
- Act as the accountable DRI across XFN partners to assess and clarify unclear system or process ownership.
- Maintain the decision log, architecture principles, dependency map, and change-control process to protect delivery momentum.
- Define requirements for clean, reliable account, contact, product, engagement, lifecycle, and health data, partnering with Data Engineering and RevOps to build durable pipelines, tables, schemas, tagging, and integrations.
- Partner with the analytics team on exploratory analysis, segmentation, predictive modeling, and measurement design for adoption, churn, time-to-value risk, expansion readiness, engagement quality, and agent effectiveness.
- Partner with CS AI Agent Engineers, Data Science, AIQ, and Success AI to translate raw metrics and models into practical agent plays, prompts, retrieval logic, escalation rules, and feedback loops.
- Operationalize Gainsight Journey Orchestrator, CTAs, shared mailbox workflows, audience rules, consent/contact governance, channel triggers, and journey analytics.
- Define context transfer from digital journeys and AI agents to human teams, and the return signal needed to continue the journey.
- Work closely with analytics on cohort analysis, A/B tests, and operating reviews that show impact on adoption, MAU/consumption, engagement, agent invocation, escalation conversion, and prerequisite closure.
Requirements
- Experience with customer success, support, lifecycle, adoption, churn, or consumption analytics in a SaaS environment.
- Ability to partner with Data Science on predictive models, NLP/sentiment analysis, customer behavior models, and real-time orchestration signals.
- Technical fluency with AI-agent workflows, retrieval, prompts, rules engines, model evaluation, escalation paths, and human-in-the-loop feedback.
- Experience operationalizing systems such as Gainsight, Salesforce, Databricks/SQL, Tableau, and marketing or engagement platforms.
- Proven ability to lead cross-functional execution when ownership is distributed, context is fragmented, and dependencies block progress.
- Strong data engineering fluency: data models, ETL/ELT, data quality, event/telemetry pipelines, production tables, schemas, and integration patterns.
Skills
- Data Engineering
- Data Science
- AI Workflows
- Customer Journey Orchestration
- Predictive Modeling
- NLP/Sentiment Analysis
- Customer Behavior Models
- Real-time Orchestration Signals
- AI-agent Workflows
- Rules Engines
- Model Evaluation
- Gainsight
- Salesforce
- Databricks/SQL
- Tableau
- ETL/ELT
- Data Quality
- Event/Telemetry Pipelines
Location
- Any country where Atlassian has a legal entity
Work Type
- Office
- Home
- Combination of office and home
- Distributed-first
- Virtual interviews and onboarding
Experience Level
- Data-forward builder and operator
Salary/Compensations
- Zone A: $158,400 - $206,800
- Zone B: $142,560 - $186,120
- Zone C: $131,472 - $171,644
Benefits
- Health and wellbeing resources
- Paid volunteer days
About the Company
- Atlassian's common goal is to unleash the potential of every team.
- Software products help teams all over the planet and solutions are designed for all types of work.
- Team collaboration through their tools makes what may be impossible alone, possible together.
- Unique contributions of all Atlassians create their success.
Equal Opportunity
- Never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
- All information will be kept confidential according to EEO guidelines.
- Provide accommodations or adjustments at any stage of the recruitment process.
- Identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.