Manager, Customer Success Architects (AI)

Atlassian
Austin
Workplace: RemoteFull timeUSD 149,400 - 235,000 annuallyFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Leadership","Coaching","Communication","Stakeholder management","Problem-solving"]

Lead a pod of Customer Success Architects (AI) to drive adoption of Atlassian’s AI platform, Rovo. Manage operational health and performance by capacity planning, ensuring time-boxed co-built engagements, and delivering measurable production value. Hire, coach, and develop architects who design and deploy Rovo agents, configure connectors, and partner with enterprise teams. Collaborate with Pre-Sales, Post-Sales, Product, Engineering, and sales leadership to scale AI use cases and surface product feedback.

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FursaFursa
Atlassian
Atlassian
2 weeks ago

Manager, Customer Success Architects (AI)

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Last checked: 1 hour agoStatus: Live

Job Summary

Lead a pod of Customer Success Architects (AI) to drive adoption of Atlassian’s AI platform, Rovo. Manage operational health and performance by capacity planning, ensuring time-boxed co-built engagements, and delivering measurable production value. Hire, coach, and develop architects who design and deploy Rovo agents, configure connectors, and partner with enterprise teams. Collaborate with Pre-Sales, Post-Sales, Product, Engineering, and sales leadership to scale AI use cases and surface product feedback.
Location: Austin
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and develop a team of Customer Success Architects (AI), setting expectations, running 1:1s, and creating development plans to build technical expertise.
  • •Own pod-level capacity planning, engagement assignments, and delivery quality while monitoring operational metrics (e.g., TTFA, cycle times, capacity) and adoption outcomes.
  • •Ensure the pod has current playbooks and enablement materials, partner on methodology iteration, and support onboarding of new hires.
  • •Collaborate with account teams, Customer Success Managers, and sales leadership to prioritize engagements and align pod capacity with pipeline demand and strategic needs.
  • •Bridge product and field by partnering with Rovo product and engineering to surface friction, synthesize field patterns into structured feedback for roadmap priorities.
Travel: Medium travel

Pay and Benefits

Salary: USD 149,400 - 235,000 annually
Perks:Health InsurancePaid Leave

Key Requirements

  • •8+ years in professional services, consulting, or SaaS implementation, including at least 2 years leading teams managing large-scale, billable services portfolios.
  • •Demonstrated ability to lead, mentor, and develop high-performing teams, including experience managing P&L and driving financial KPIs.
  • •Strong customer relationship experience at the executive level and delivering outcome-based solutions that drive satisfaction.
  • •Knowledge of project management frameworks (PMP, Agile, ITIL) and experience scoping/delivering custom Statements of Work (SOW).
  • •Exceptional verbal and written communication skills to influence stakeholders and present complex information clearly.
Experience:8+ yearsProfessional servicesConsultingSaaS
Skills:LeadershipCoachingCommunicationStakeholder managementProblem-solving
Tech Stack:RovoAI platformPMPAgileITILGDPREU AI Act

Company Brief

Atlassian
Atlassian develops collaboration and workflow software—Jira, Confluence, Trello, Loom and more—used by teams for project management, software development, and IT service management across enterprises worldwide.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Sydney, Australia
Founded: 2002
Glassdoor
Glassdoor: 3.1
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