Manager, Customer Success Architects (AI) in EMEA

Atlassian; Greater London; Hybrid; GBP 90,000 - 140,000; Full time

Job summary

Atlassian is seeking a Manager to lead a team of Customer Success Architects (AI) focused on the adoption of the Rovo AI platform. You will own the operational health of your pod, ensuring time-boxed, co-built engagements deliver measurable value from activation to production.

Responsibilities include hiring, coaching, capacity planning, and collaboration with Account Teams, CSMs, and Sales leadership to align with pipeline demand and strategic accounts.

Qualifications

• 8+ years in professional services, consulting, or SaaS implementation.
• Leadership experience managing large-scale, billable services portfolios and teams.
• Strong communication with executive-level customers and cross-functional partners.

Responsibilities

• Lead & develop a team of Customer Success Architects (AI).
• Own pod capacity planning, engagement assignments and delivery quality.
• Ensure playbooks and enablement materials are current; onboard new hires.

Skills

Leadership

Stakeholder management

Strategic thinking

Project management

SaaS experience

Executive communication

Team development

Delivery quality

Job description

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.

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.

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.

*This position is UK based.

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.