Manager, Customer Success Architects (AI) in EMEA

Atlassian
London, United Kingdom
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Leadership","Coaching","Stakeholder management","Communication","Operational excellence"]

Lead a team of Customer Success Architects (AI) in EMEA to drive enterprise adoption of Atlassian’s AI platform, Rovo. Own pod-level operational health, capacity planning, engagement quality, and adoption outcomes from initial “Rovo is turned on” moments through production value. Hire, coach, and develop architects while partnering across Pre-Sales, Post-Sales, Product, Engineering, and account teams to scope, build, deploy, and continuously improve AI solutions and customer engagements.

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FursaFursa
Atlassian
Atlassian
2 days ago

Manager, Customer Success Architects (AI) in EMEA

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Last checked: 8 hours agoStatus: Live

Job Summary

Lead a team of Customer Success Architects (AI) in EMEA to drive enterprise adoption of Atlassian’s AI platform, Rovo. Own pod-level operational health, capacity planning, engagement quality, and adoption outcomes from initial “Rovo is turned on” moments through production value. Hire, coach, and develop architects while partnering across Pre-Sales, Post-Sales, Product, Engineering, and account teams to scope, build, deploy, and continuously improve AI solutions and customer engagements.
Location: London, United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead a pod of Customer Success Architects (AI), owning operational health and performance, including time-boxed, co-built technical engagements from setup to measurable production value.
  • •Hire, coach, and develop architects; set expectations, run regular 1:1s, create development plans, and ensure engagement quality and capacity planning.
  • •Discover high-impact AI use cases with enterprise teams, design and build custom Rovo agents, configure connectors, and deploy solutions into production workflows.
  • •Partner cross-functionally (Pre-Sales, Post-Sales, Product, Engineering, account teams, and Sales leadership) to align pod capacity with pipeline demand and surface product friction into roadmap feedback.
  • •Represent TAS in cross-functional forums and ensure customer successes are visible via internal/external stories such as case studies, events, and community engagement.
Travel: Medium travel

Key Requirements

  • •8+ years in professional services, consulting, or SaaS implementation, including at least 2 years in a leadership role managing large-scale billable services portfolios and teams.
  • •Demonstrated customer success leadership: ability to lead, mentor, and develop high-performing teams; experience managing P&L and driving financial KPIs.
  • •Project management knowledge using frameworks such as PMP, Agile, and ITIL, including experience scoping and delivering custom Statement of Work (SOW) engagements.
  • •Strong background building and maintaining executive-level customer relationships and delivering outcome-based solutions that drive customer satisfaction.
  • •Exceptional communication skills to influence stakeholders at all levels and clearly present complex information.
Experience:8+ yearsSaaSProfessional servicesConsulting
Skills:LeadershipCoachingStakeholder managementCommunicationOperational excellence
Tech Stack:RovoAgileITILPMPStatement of Work (SOW)

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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