Senior Manager, Customer Success Architects, EMEA

Atlassian; Greater London; Remote; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Health and wellbeing resources

Paid volunteer days

Job summary

Atlassian seeks a senior Customer Success leader to shape enterprise adoption across Cloud Platform, Strategy Collection, and AI solutions. You will spearhead initiatives, manage a global team of Customer Success Architects, and partner with cross-functional teams to deliver scalable value for enterprise customers.

Your background includes 10+ years in customer success or SaaS, with leadership in large, billable portfolios and a passion for Atlassian products that help teams collaborate more

Qualifications

• Extensive experience in enterprise SaaS and cloud adoption strategy.
• Proven track record leading large, billable services teams.
• Strong communication and stakeholder management at executive level.

Responsibilities

• Lead and develop a global team of Customer Success Architects.
• Shape adoption across Cloud Platform, Strategy Collection, and AI solutions.
• Collaborate with Sales, Product, CS and Engineering to deliver integrated solutions.
• Drive adoption at scale and align programs with customer objectives.

Skills

Enterprise SaaS

Team leadership

Stakeholder influence

Customer success

Strategic planning

Executive sponsorship

Cross-functional

Tools

Atlassian tools

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.

Overview

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 will be instrumental in shaping the future of customer adoption across Atlassian’s Cloud Platform, Strategy Collection, and AI solutions. You will spearhead initiatives that help enterprise customers successfully implement and realize value from these offerings, ensuring our solutions are innovative, scalable, and aligned with customer needs. Your responsibilities will include managing a talented team of Customer Success Architects across these focus areas, guiding them to deliver exceptional value to our enterprise customers. You will collaborate with cross-functional teams to identify opportunities for technical adoption, address security and implementation considerations, and drive successful adoption at scale.

You will also be tasked with developing strategic plans that enhance customer satisfaction and operational efficiency. By leveraging your technical expertise, you will provide insights that bridge the gap between technology and business objectives. Your leadership will empower your team to showcase their successes, fostering a culture of continuous improvement and innovation. Ultimately, your goal will be to help our customers maximize their investment in Atlassian solutions, ensuring they achieve their desired outcomes.

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.

This role may also be eligible for benefits, bonuses, commissions, and equity.

Qualifications

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

• A strong foundation in enterprise SaaS technologies, cloud platforms, and technical adoption within a business context.
• Proven experience in leading teams and managing projects in a fast-paced environment.
• Excellent communication skills, with the ability to influence and engage stakeholders at all levels.
• A customer-centric mindset, with a track record of driving successful adoption of technology solutions.
• Familiarity with Atlassian products and a passion for helping teams work better together.
• Develop and execute the global strategy for technical adoption across Cloud Platform, Strategy Collection, and AI solutions, aligning with Atlassian’s business goals and customer needs.
• Identify and launch new programs, methodologies, and best practices to drive customer adoption and value realization.
• Serve as an executive sponsor for key accounts, building trusted relationships with customer stakeholders and ensuring alignment with their business objectives.

Your background

• Experience: 10+ years in customer success, consulting, or SaaS implementation, with at least 5 years in a leadership role managing large-scale, billable services portfolios and teams.
• Technical Aptitude: Demonstrated expertise in enterprise SaaS, cloud platform capabilities, and the Atlassian ecosystem including hands-on Atlassian product knowledge and experience, ability to influence technical teams, and familiarity with modern development and integration approaches are essential for this role.
• Team Management & Development: Lead and develop a high-performing team of Customer Success Architects while fostering a culture of collaboration, accountability, and continuous learning through clear performance expectations and career development support.
• Operational Excellence: Oversee technical adoption and implementation projects to ensure high-quality outcomes while enhancing project governance and driving the adoption of standardized management frameworks.
• Cross-Functional Collaboration: Partner with Sales, Product, Customer Success, and Engineering to deliver integrated customer solutions and drive business outcomes.

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh

In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.