Manager, Customer Success Architects (AI)

Atlassian
London
Full timeFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Leadership","Coaching","Stakeholder management","Communication","Customer focus"]

Lead a team of Customer Success Architects (AI) within Customer Success Architecture to drive enterprise adoption of Atlassian’s AI platform, Rovo. Own pod-level operational health, capacity planning, engagement quality, and adoption metrics. Hire, coach, and develop direct reports while partnering cross-functionally with Pre-Sales, Post-Sales, Product, Engineering, and account teams to co-build AI solutions that move from “Rovo is turned on” to measurable production value.

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FursaFursa
Atlassian
Atlassian
1 week ago

Manager, Customer Success Architects (AI)

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Job Summary

Lead a team of Customer Success Architects (AI) within Customer Success Architecture to drive enterprise adoption of Atlassian’s AI platform, Rovo. Own pod-level operational health, capacity planning, engagement quality, and adoption metrics. Hire, coach, and develop direct reports while partnering cross-functionally with Pre-Sales, Post-Sales, Product, Engineering, and account teams to co-build AI solutions that move from “Rovo is turned on” to measurable production value.
Location: London
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead a team of Customer Success Architects (AI) and own pod-level operational health, performance, capacity planning, and engagement delivery quality.
  • •Hire, coach, and develop team members; set expectations, run regular 1:1s, and create development plans to build technical expertise across the Atlassian platform.
  • •Discover high-impact AI use cases with enterprise teams, design and build custom Rovo agents, configure third-party connectors, and deploy solutions into production workflows.
  • •Monitor operational metrics (e.g., TTFA, Cycle Times, Capacity) and business outcomes such as product adoption and engagement completion rates, taking proactive action when engagements are at risk.
  • •Partner cross-functionally (Account Teams, Customer Success Managers, Sales leadership, Product, and Engineering) to align capacity with pipeline demand and surface product friction into roadmap priorities.
Travel: Medium travel

Key Requirements

  • •8+ years in professional services, consulting, or SaaS implementation, with at least 2 years in a leadership role managing large-scale, billable services portfolios and teams.
  • •Experience leading and mentoring high-performing teams; ability to manage P&L and drive financial KPIs.
  • •Strong track record building and maintaining executive-level customer relationships and delivering outcome-based solutions.
  • •Knowledge of project management frameworks (PMP, Agile, ITIL) and experience scoping/delivering custom Statement of Work (SOW).
  • •Exceptional verbal and written communication skills to influence stakeholders and present complex information clearly.
Experience:8+ yearsSaaSConsultingProfessional services
Skills:LeadershipCoachingStakeholder managementCommunicationCustomer focus
Tech Stack:RovoGDPREU AI ActPMPAgileITIL

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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