At a Glance
- Tasks: Lead a team of Customer Success Architects to drive AI platform adoption and deliver measurable business value.
- Company: Join Atlassian, a flexible workplace that values your personal goals and priorities.
- Benefits: Enjoy remote work options, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with opportunities for travel and cross-functional engagement.
- Why this job: Make a real impact in the AI space while developing a high-performing team.
- Qualifications: 8+ years in consulting or SaaS, with leadership experience and strong customer focus.
The predicted salary is between 75600 - 92400 £ per year.
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
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.
Manager, Customer Success Architects (AI) in London employer: Atlassian
Atlassian is an exceptional employer that prioritises flexibility and work-life balance, allowing employees to choose their work environment—be it in the office, from home, or a hybrid model. With a strong focus on employee development, Atlassian offers robust mentorship and coaching opportunities, fostering a culture of collaboration and innovation. Additionally, the company provides comprehensive benefits, including health coverage and paid volunteer days, making it an attractive place for those seeking meaningful and rewarding careers in the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success Architects (AI) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Atlassian. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Atlassian before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Customer Success Architects (AI) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Atlassian:Your cover letter is your chance to shine! Tell us why you want to work at Atlassian specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Atlassian!
How to prepare for a job interview at Atlassian
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
