Manager, Customer Success Architects (AI)

Overview

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

Responsibilities

What you'll do

In this role, you'll lead a team of Customer Success Architects (AI) within the Customer Success Architecture organization, focusing on the adoption of Atlassian's AI platform, Rovo. As a Manager, you'll own the operational health and performance of your pod — ensuring your team delivers time-boxed, co-built technical engagements that take customers from "Rovo is turned on" to real, measurable business value in production.

You'll hire, coach, and develop Customer Success Architects (AI) who partner directly with enterprise teams to discover high-impact AI use cases, design and build custom Rovo agents, configure third-party connectors, and deploy working solutions into production workflows. You're accountable for engagement quality, team capacity planning, adoption metrics, and your direct reports' professional growth.

We're hiring a Manager, Customer Success Architects (AI) to join our Customer Success Architects team, reporting to a regional Senior Manager, Customer Success Architecture. You lead through people management, operational excellence, and domain expertise. You partner with Pre-Sales, Post-Sales, Product, and Engineering teams to ensure your team delivers solutions and technical guidance that help customers achieve their desired outcomes and goals.

You'll help your team's strongest customer promoters showcase their successes to peers, and ensure your pod serves as the tip of the spear in expanding the reach of AI and the Atlassian System of Work into new use cases and markets.

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

• Lead & Develop. Hire, coach, and grow a team of Customer Success Architects (AI). Set clear expectations, run regular 1:1s, and create development plans that build deep technical expertise across the Atlassian platform.

  • Operate. Own pod-level capacity planning, engagement assignments, and delivery quality. Monitor key operational metrics (e.g., TTFA, Cycle Times, Capacity) and broader business outcomes like product adoption and engagement completion rates, taking proactive action when engagements are at risk.

  • Enable. Ensure your team has current playbooks, enablement materials, and access to product changes. Partner with Senior Customer Success Architects on methodology iteration and onboarding of new hires.

  • Collaborate. Work with Account Teams, Customer Success Managers, and Sales leadership to prioritize customer engagements. Align pod capacity with pipeline demand and strategic account needs.

  • Bridge Product & Field. Partner with Rovo Product and Engineering to surface systemic product friction your team encounters. Synthesize field patterns into structured feedback that influences roadmap priorities.

  • Advocate. Represent TAS in cross-functional forums. Ensure your team's customer successes are visible internally and externally, contributing to case studies, events, and community engagement.

  • Familiarity with EMEA-specific regulatory frameworks, including GDPR and the EU AI Act, as they relate to enterprise AI adoption and data residency.

  • Travel up to 15% domestically and internationally for team events, customer meetings, and offsites.

Qualifications

• Experience: 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.

• Project Management: Knowledge of project management frameworks (PMP, Agile, ITIL); experience with custom Statement of Work (SOW) scoping and delivery.

• Customer Success Leadership: Demonstrated ability to lead, mentor, and develop high-performing teams; experience managing P&L and driving financial KPIs.

• Customer Focus: Strong background in building and maintaining executive-level customer relationships, driving customer satisfaction, and delivering outcome-based solutions.

• Communication: Exceptional verbal and written communication skills, with the ability to influence stakeholders at all levels and present complex information clearly.