Technical Customer Success Manager, AI

Atlassian; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading software company in the UK is looking for a Technical Customer Success Manager to enhance AI adoption among enterprise customers. You'll lead workshops, manage projects, and collaborate with cross-functional teams to drive customer satisfaction and operational efficiency. Ideal candidates will have 3-5 years in Customer Success, a strong technical background, and experience managing complex SaaS portfolios.

Benefits

Health and wellbeing resources

Paid volunteer days

Qualifications

• 3-5 years in Customer Success or account management, managing Enterprise customers with complex SaaS portfolios.
• Experience with Artificial Intelligence, the Atlassian Ecosystem, and influencing technical teams.
• Specialized knowledge in Incident Management, Change Management, and DevOps.

Responsibilities

• Lead workshops and address security concerns regarding AI adoption.
• Manage projects and engage with customers to enhance satisfaction.
• Collaborate with teams to drive customer success and identify growth opportunities.

Job description

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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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Responsibilities

In this role, you'll be part of the Technical Customer Success team under the Sales and Success department. As a Technical Customer Success Manager, you'll work closely with cross-functional teams to integrate AI and Rovo technologies. You'll lead workshops, address security concerns, and ensure successful AI adoption. Your role bridges technical expertise with business needs, focusing on customer-centric solutions and measurable outcomes. Your work will involve managing projects, engaging with customers, and continuously improving processes to enhance customer satisfaction and operational efficiency.

Atlassian Technical CSMs are technical experts with Atlassian solutions, delivering guidance to drive value realization and adoption from Atlassian. Technical CSMs are accomplished at delivering performant technical guidance at scale, aligning product capabilities with business needs and desired outcomes. They partner with Pre-Sales, Post-Sales, and Product teams to provide the solutions and technical guidance to help the customer achieve their desired outcomes and goals.

You will help our strongest promoters showcase successes to their peers and serve as the tip of the spear in growing the reach of our technologies for new use cases and markets. Atlassian Technical CSMs aim to help enterprise customers get the most of their Atlassian investment.

Qualifications

• Understand technical requirements, guide solution implementation, and support successful adoption for customer engagements.
• Work with Account Teams to plan and execute customer-specific journeys.
• Collaborate with internal teams to enhance Atlassian products and drive customer success.
• Engage with product and account teams to support clients and identify growth opportunities.
• Travel up to 15% domestically and internationally for events and customer meetings.

Background

• Customer Success & Experience: 3-5 years in Customer Success or account management, managing Enterprise customers with complex SaaS portfolios.
• Technical Aptitude: Experience with Artificial Intelligence, the Atlassian Ecosystem, technical product demos, and influencing technical teams; familiarity with Forge and Python-based development. Hands-on experience designing and delivering LLM-powered systems for businesses, such as Rovo.
• Solution Area Expertise: Specialized knowledge in Incident Management, Change Management, and DevOps, with a focus on improving customer processes using AI.
• Product Mindset & Communication: Strong product mindset, able to shape technical solutions for business impact, and comfortable owning problems end-to-end from discovery to deployment. Effective communicator who can influence stakeholders and explain technical concepts to varied audiences. Delivers durable solutions but can quickly prototype when needed.

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.

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.