Customer Success Architect (AI)

Summary

Atlassian is a software company whose products help teams collaborate and manage work. The Customer Success Architect (AI) will drive enterprise adoption of the Rovo AI platform through use-case discovery, custom agent design, connector configuration, production deployment, customer enablement, and cross-functional collaboration.

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. Customers are hands-on keyboard. 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

Skills

• 3-5 years in Customer Success or account management, managing Enterprise customers with complex SaaS portfolios
• 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
• 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, 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

Qualifications

Must Haves

• 3-5 years in Customer Success or account management, managing Enterprise customers with complex SaaS portfolios
• 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
• 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, 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

Benefits

• This role may also be eligible for benefits, bonuses, commissions, and equity.
• Atlassians can choose where they work – whether in an office, from home, or a combination of the two.
• Health and wellbeing resources
• Paid volunteer days