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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

Lead and develop a team of Customer Success Architects (AI), including hiring, coaching, and setting clear expectations.
Own pod-level capacity planning, engagement assignments, and delivery quality, monitoring key operational metrics.
Ensure the team has current playbooks, enablement materials, and access to product changes.
Collaborate with Account Teams, Customer Success Managers, and Sales leadership to prioritize customer engagements.
Partner with Rovo Product and Engineering to surface systemic product friction and provide feedback.
Represent TAS in cross-functional forums and ensure customer successes are visible internally and externally.
Familiarity with EMEA-specific regulatory frameworks, including GDPR and the EU AI Act.
Travel up to 15% domestically and internationally for team events, customer meetings, and offsites.

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.

Skills

AI platform adoption
Rovo
Technical engagements
Customer Success Architecture
People management
Operational excellence
Domain expertise
Pre-Sales
Post-Sales
Product
Engineering
Project management frameworks
PMP
Agile
ITIL
SOW scoping
SOW delivery
P&L management
Financial KPIs
Executive-level customer relationships
Customer satisfaction
Outcome-based solutions
Communication
Influence
GDPR
EU AI Act

Location

Any country where Atlassian has a legal entity

Work Type

Office
Home
Combination of office and home

Experience Level

8+ years in professional services, consulting, or SaaS implementation
2+ years in a leadership role

Salary/Compensations

Zone A: $180,000 - $235,000
Zone B: $162,000 - $211,500
Zone C: $149,400 - $195,050

Benefits

Health and wellbeing resources
Paid volunteer days

About the Company

Atlassian's 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.

Equal Opportunity

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.
We can support with accommodations or adjustments at any stage of the recruitment process.