Customer Success Architect (AI)

About the Position

Customer Success Architect (AI)

At Atlassian, you have the flexibility to choose your work environment-whether in an office, from home, or a combination of both. This flexibility allows you to better support your family, personal goals, and other priorities. We are hiring globally wherever we have a legal entity.

In this role, you'll be part of the Customer Success Architect team within the Sales and Success department, focusing on the adoption of Atlassian's AI platform, Rovo. As a CSA (AI), you'll execute time-boxed, co-built technical engagements that take customers from "Rovo is turned on" to real, measurable business value in production. You'll 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. Your role bridges deep AI and Atlassian platform expertise with customer success, focusing on measurable adoption outcomes. Your work will involve managing engagements, enabling customers, and continuously improving processes to enhance customer satisfaction and operational efficiency.

We're hiring a CSA (with an AI focus) to join our Customer Success Architect team, reporting to a regional leader. This is not a managerial role. Atlassian CSAs are technical experts with Atlassian solutions, delivering guidance to drive value realization and adoption. CSAs are accomplished at delivering performant technical guidance at scale, aligning product capabilities with business needs and desired outcomes. They partner with Pre-Sales, Post-Sales, and Product teams to provide solutions and technical guidance to help customers achieve their desired outcomes and goals.

You will help our strongest promoters showcase their successes to their peers and serve as the tip of the spear in expanding the reach of AI and the Atlassian System of Work into new use cases and markets. Atlassian CSAs aim to help customers get the most out of their Atlassian investment.

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Responsibilities

• Discovery: Facilitate use case discovery workshops with customer teams to identify high-impact, high-value AI opportunities. Understand their workflows, pain points, and where Rovo agents and search can deliver measurable outcomes.
• Design: Co-build custom Rovo agents and configure third-party connectors alongside customer teams. Design solutions tailored to their workflows using the Atlassian platform (Jira, Confluence, Rovo Studio).
• Deploy: Guide customers from sandbox to production. Validate that agents are performing, connectors are flowing data, and teams are enabled to iterate and scale independently post-engagement.
• Collaborate: Work with Account Teams and Customer Success Managers (CSMs) to plan customer-specific activation journeys and hand off for sustained growth.
• Advocate: Meet with Rovo Product, Engineering, and AI teams to surface product friction, share field patterns, and improve the adoption motion.
• Travel: Up to 15% domestically and internationally for events and customer meetings.

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Requirements

• Customer Success & Experience: 3-5 years in Customer Success or account management, managing Enterprise customers with complex SaaS portfolios.
• Technical Aptitude: Experience with AI platforms, the Atlassian ecosystem (Jira, Confluence, Rovo), and technical product demos. Familiarity with building AI agents, prompt engineering, and configuring integrations between enterprise knowledge sources and AI systems. Hands-on experience helping organizations adopt and operationalize AI tools in production environments.
• Solution Area Expertise: 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.).
• Product Mindset & Communication: Strong product mindset, able to shape technical solutions for business impact, and comfortable owning problems end-to-end from discovery to deployment. Effective communicator who can influence stakeholders and explain AI concepts to varied audiences. Delivers durable solutions but can quickly prototype when needed. Ability to translate AI capabilities into tangible outcomes for non-technical stakeholders.

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We Offer

Atlassian offers a wide range of perks and benefits designed to support you, your family, and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

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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.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

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.

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This position is UK based.