Retention Analyst, Sales Strategy and Operations

Retention Analyst, Sales Strategy and Operations

At Atlassian, we are on a mission to reinvent the customer experience. We have built a multi billion dollar, fast-growing business by focusing relentlessly on converting free trials into happy customers. As a Sales Strategy & Operations Analyst, you will be integral to this. You will work directly with our Customer Success teams to ensure we optimize our customer engagements both internally and externally.

This highly impactful role will focus on collaborating with the Head of Global Customer Success. Your initial goal will be to help streamline and implement our new go-to-market strategy as we move towards a solution oriented customer journey across Loyalty Advocates and Customer Success. The ideal candidate should be familiar with SaaS go-to-market framework, have a strong analytical background, experience driving change in Retention and Customer Success organizations and be comfortable communicating with C-level executives and GMs.

Do you love working with Sales teams? Dissecting customer churn signals? Are you highly analytical and can confidently lead insight generation? If so, continue reading.


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: $152,200 - $202,900

Zone B: $137,000 - $182,600

Zone C: $126,300 - $168,400

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

Please visit 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.

  • Be the Customer Success team’s right-hand-person. You will partner closely with the Head of Retention Sales and Head of Customer Success to create best-in-class standard reporting & analytics.

  • Support Customer Success teams as they collaborate to redefine the Atlassian customer journey.

  • Partner with teams across the Atlassian ecosystem throughout the pre and post-sales cycle to proactively measure customer health and create cohort level plans to drive customer success.

  • Provide in-depth analysis on product licensing churn and identify root causes; partner with renewal and product teams to improve retention health.

  • Analyze region, geo, and segment trends to identify opportunities to leverage existing customer base to drive incremental expansion through up-sell and cross-sell motions.

  • Hone your skills on data visualization and build foundational automated reporting around retention, churn and health metrics through the creation of real-time dashboards that the Customer Success Management teams can easily follow and self-serve.

  • Monitor Customer Success Team performance efficiency, analyze and interpret large-data, and provide recommendations to drive improvement. 

On your first day, we’ll expect you to have:

  • A strong desire to execute, drive impact, and demonstrate urgency with projects big and small.

  • Comfort operating in a fast-changing environment with multiple teams relying on you.

  • An owner mentality: You take pride in your work and view what you do as a part-owner and builder of Atlassian.

  • Ninja-like analysis skills: You know what questions to ask, what the data says, and what actions to take based upon the results. You are comfortable building detailed capacity and utilization models and have top-notch excel and SQL skills.

  • Slick ability to package data into relevant insight: You’ll be expected to build best-in-class, real-time dashboards from CRM data. Solid BI (e.g., Tableau, GoodData, Wave, Gainsight) and SFDC expertise is a big asset.

  • Strong ability to communicate data into relevant insight: You know how to create compelling presentations and can lead executives through data deep-dives.

  • Experience leveraging success plans to ensure goals are aligned from a business strategy perspective and success metrics are identified

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