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About the Role

Lead a team of Customer Success Architects (AI) focused on the adoption of Atlassian's AI platform, Rovo. Own the operational health and performance of your pod, ensuring the team delivers technical engagements that drive measurable business value for customers.

Responsibilities

Hire, coach, and develop Customer Success Architects (AI) who partner with enterprise teams to discover AI use cases, design and build Rovo agents, configure connectors, and deploy solutions.
Own engagement quality, team capacity planning, adoption metrics, and direct reports' professional growth.
Lead through people management, operational excellence, and domain expertise.
Partner with Pre-Sales, Post-Sales, Product, and Engineering teams to ensure solution delivery and technical guidance.
Help customer promoters showcase their successes and expand the reach of AI and the Atlassian System of Work.
Set clear expectations, run regular 1:1s, and create development plans.
Own pod-level capacity planning, engagement assignments, and delivery quality.
Monitor key operational metrics and business outcomes, taking proactive action when engagements are at risk.
Ensure the team has current playbooks, enablement materials, and access to product changes.
Partner with Senior Customer Success Architects on methodology iteration and onboarding.
Work with Account Teams, Customer Success Managers, and Sales leadership to prioritize customer engagements.
Align pod capacity with pipeline demand and strategic account needs.
Partner with Rovo Product and Engineering to surface systemic product friction.
Synthesize field patterns into structured feedback to influence roadmap priorities.
Represent TAS in cross-functional forums.
Ensure team's customer successes are visible internally and externally.
Travel up to 15% domestically and internationally.

Requirements

8+ years in professional services, consulting, or SaaS implementation.
At least 2 years in a leadership role managing large-scale, billable services portfolios and teams.
Knowledge of project management frameworks (PMP, Agile, ITIL).
Experience with custom Statement of Work (SOW) scoping and delivery.
Demonstrated ability to lead, mentor, and develop high-performing teams.
Experience managing P&L and driving financial KPIs.
Strong background in building and maintaining executive-level customer relationships.
Experience driving customer satisfaction and delivering outcome-based solutions.
Exceptional verbal and written communication skills.
Ability to influence stakeholders at all levels.
Ability to present complex information clearly.
Familiarity with EMEA-specific regulatory frameworks, including GDPR and the EU AI Act, as they relate to enterprise AI adoption and data residency.

Skills

AI platform adoption
Rovo
People management
Operational excellence
Domain expertise
Project management
Customer Success Leadership
P&L management
Financial KPIs
Customer relationship management
Communication
Influencing stakeholders
Presenting complex information

Location

Any country where Atlassian has a legal entity

Work Type

Office, home, or a combination of the two

Experience Level

8+ years professional experience
2+ years leadership experience

About the Company

Atlassians can choose where they work – whether in an office, from home, or a combination of the two.
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.