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About the Role
As a Customer Success Architect (CSA) with an AI focus, you will join the Customer Success Architect team within the Sales and Success department. Your primary responsibility will be to drive the adoption of Atlassian's AI platform, Rovo. You will execute technical engagements to deliver measurable business value to customers, partner with enterprise teams to identify AI use cases, design and build custom Rovo agents, configure connectors, and deploy solutions into production workflows. This role requires a blend of AI and Atlassian platform expertise to ensure customer success and adoption.
Responsibilities
- Execute time-boxed, co-built technical engagements to deliver measurable business value.
- Partner directly with enterprise teams to discover high-impact AI use cases.
- Design and build custom Rovo agents.
- Configure third-party connectors.
- Deploy working solutions into production workflows.
- Manage engagements and enable customers.
- Continuously improve processes to enhance customer satisfaction and operational efficiency.
- Facilitate use case discovery workshops to identify high-impact AI opportunities.
- Understand customer workflows, pain points, and where Rovo agents and search can deliver outcomes.
- Co-build custom Rovo agents and configure connectors alongside customer teams.
- Design solutions tailored to customer workflows using the Atlassian platform.
- Guide customers from sandbox to production, validating agent performance and data flow.
- Enable teams to iterate and scale independently post-engagement.
- Collaborate with Account Teams and Customer Success Managers to plan customer-specific activation journeys.
- Surface product friction, share field patterns, and improve the adoption motion by meeting with Rovo Product, Engineering, and AI teams.
- Travel up to 15% domestically and internationally for events and customer meetings.
Requirements
- 3-5 years in Customer Success or account management, managing Enterprise customers with complex SaaS portfolios.
- Experience with AI platforms.
- Experience with the Atlassian ecosystem (Jira, Confluence, Rovo).
- Experience with technical product demos.
- Familiarity with building AI agents.
- Familiarity with prompt engineering.
- Familiarity with configuring integrations between enterprise knowledge sources and AI systems.
- Hands-on experience helping organizations adopt and operationalize AI tools in production environments.
- Specialized knowledge in enterprise workflows across product development, IT service management, or business operations.
- Understanding how AI agents and automation can improve processes such as incident response, backlog management, knowledge discovery, and cross-team collaboration.
- Familiarity with third-party connector ecosystems (Google Drive, SharePoint, Slack, GitHub, etc.).
- Strong product mindset, able to shape technical solutions for business impact.
- Comfortable owning problems end-to-end from discovery to deployment.
- Effective communicator who can influence stakeholders.
- Ability to explain AI concepts to varied audiences.
- Ability to deliver durable solutions but can quickly prototype when needed.
- Ability to translate AI capabilities into tangible outcomes for non-technical stakeholders.
Skills
- AI platforms
- Atlassian ecosystem (Jira, Confluence, Rovo)
- Technical product demos
- Building AI agents
- Prompt engineering
- Configuring integrations
- Enterprise workflows
- AI agents
- Automation
- Third-party connector ecosystems (Google Drive, SharePoint, Slack, GitHub, etc.)
- Product mindset
- Communication
- Stakeholder influence
- AI concepts explanation
- Prototyping
Location
- UK
Work Type
- Office
- Home
- Combination of office and home
Experience Level
- 3-5 years
Benefits
- Health and wellbeing resources
- Paid volunteer days
About the Company
- 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.
- To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
- In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.
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.