Senior Customer Success Architect (AI)

About the Position

We are looking for a Senior Customer Success Architect (AI) to join our Sales and Success department in San Francisco, United States. This role is fully remote and offers a competitive salary ranging from $149,400 to $235,000.

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. Lead the most complex engagements: large enterprises with multiple stakeholder groups, cross-functional AI strategies, and high-visibility use cases.
• 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.
• Enable: Own the engagement methodology. Build and iterate the playbooks the AI pod follows. Onboard and train new team members on Rovo capabilities, product changes, and engagement standards.
• Bridge Product & Field: Maintain the working relationship with Rovo Product and Engineering. Synthesize field signals into structured product feedback that influences roadmap priorities.
• Collaborate: Work with Account Teams and Customer Success Managers 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.

Requirements

• Customer Success & Experience: 7-10+ years in Customer Success, AI consulting, or technical advisory roles, managing Enterprise customers with complex SaaS portfolios. Experience technically leading or mentoring a team without formal management authority.
• Technical Aptitude: Demonstrated expertise with AI platforms, the Atlassian ecosystem (Jira, Confluence, Rovo), and technical product demos. Deep experience 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 at scale (10,000+ users). Familiarity with LLM-powered architectures and agentic workflows.
• Solution Area Expertise: 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.) and how to integrate organizational knowledge into AI systems.
• Product Mindset & Communication: Strong product mindset with a track record of building playbooks, methodologies, or enablement programs that others adopt and scale. Comfortable owning problems end-to-end from discovery to deployment. Effective communicator who can influence executive stakeholders and translate AI capabilities into business outcomes for non-technical audiences. Delivers durable solutions but can quickly prototype when needed.

We Offer

• Competitive salary ranging from $149,400 to $235,000
• Fully remote work location
• Opportunity to travel up to 15% domestically and internationally

About the Company

Join Atlassian as a Senior Customer Success Architect (AI) to lead AI platform adoption and drive measurable business value. If you don’t see an exact role match, join our Talent Community and stay up-to-date on company and careers updates relevant to your career.

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