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About the Role
As a Senior Customer Success Architect (CSA) with an AI focus, you will lead technical engagements to drive customer adoption of Atlassian's AI platform, Rovo. You will own the methodology for repeatable and scalable customer success, partner with enterprise teams on complex activations, build playbooks, and collaborate with Rovo Product and Engineering. Your role combines deep AI and Atlassian platform expertise with customer success leadership to achieve measurable adoption outcomes.
Responsibilities
- Lead time-boxed, co-built technical engagements to deliver measurable business value from Rovo.
- Own the methodology for repeatable and scalable customer success engagements.
- Partner with enterprise teams on complex AI activations.
- Build playbooks and run internal enablement sessions.
- Maintain relationships with Rovo Product and Engineering teams.
- Facilitate use case discovery workshops to identify AI opportunities.
- Design and configure Rovo agents and third-party connectors.
- Guide customers from sandbox to production deployment.
- Synthesize field signals into structured product feedback.
- Collaborate with Account Teams and Customer Success Managers on activation journeys.
- Surface product friction and share field patterns with Rovo Product, Engineering, and AI teams.
Requirements
- 7-10+ years in Customer Success, AI consulting, or technical advisory roles.
- Experience managing Enterprise customers with complex SaaS portfolios.
- Experience technically leading or mentoring a team without formal management authority.
- Demonstrated expertise with AI platforms and the Atlassian ecosystem (Jira, Confluence, Rovo).
- Deep experience building AI agents, prompt engineering, and configuring integrations.
- Hands-on experience helping organizations adopt and operationalize AI tools in production at scale (10,000+ users).
- Familiarity with LLM-powered architectures and agentic workflows.
- Deep expertise in enterprise workflows across product development, IT service management, or business operations.
- Experience designing AI-powered solutions for incident response, backlog management, knowledge discovery, and cross-team collaboration.
- Strong understanding of third-party connector ecosystems (Google Drive, SharePoint, Slack, GitHub, etc.).
- Strong product mindset with a track record of building scalable methodologies or enablement programs.
- Comfortable owning problems end-to-end from discovery to deployment.
- Effective communicator who can influence executive stakeholders.
- Ability to translate AI capabilities into business outcomes for non-technical audiences.
- Ability to deliver durable solutions and quickly prototype when needed.
- Travel up to 15% domestically and internationally.
Skills
- AI platforms
- Atlassian ecosystem (Jira, Confluence, Rovo)
- Technical product demos
- Building AI agents
- Prompt engineering
- Configuring integrations
- LLM-powered architectures
- Agentic workflows
- Enterprise workflows
- AI-powered solutions
- Third-party connector ecosystems
- Product mindset
- Playbook development
- Methodology building
- Enablement programs
- Executive stakeholder influence
- Communication
Location
- Any country where Atlassian has a legal entity
Work Type
- Office
- Home
- Combination of office and home
Experience Level
- Senior
- 7-10+ years
Benefits
- Health and wellbeing resources
- Paid volunteer days
About the Company
- Atlassian's common goal is to unleash the potential of every team.
- Atlassian software products help teams globally and are designed for all types of work.
- Team collaboration through Atlassian tools makes the impossible possible.
- The unique contributions of all Atlassians create Atlassian's success.
Equal Opportunity
- Atlassian never discriminates based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
- All information will be kept confidential according to EEO guidelines.
- Accommodations or adjustments can be supported at any stage of the recruitment process.