Customer Success Architect (AI), EMEA

About the role

Atlassian is hiring a Customer Success Architect focused on AI to join its Customer Success Architect team in the Sales and Success department, reporting to a regional leader. This is not a managerial role. You will work with enterprise teams to turn on Atlassian's AI platform, Rovo, and deliver measurable business value in production, partnering with Pre-Sales, Post-Sales and Product teams.

Key responsibilities

• Facilitate use-case discovery workshops with customer teams to find high-impact AI opportunities and understand their workflows and pain points.
• Co-build custom Rovo agents and configure third-party connectors alongside customer teams, designing solutions in Jira, Confluence and Rovo Studio.
• Guide customers from sandbox to production, validating performance and handing off to Account Teams and Customer Success Managers for sustained growth.
• Work with Rovo Product, Engineering and AI teams to surface product friction and share field patterns.
• Travel up to 15% domestically and internationally for events and customer meetings.

Required profile

• 3-5 years in Customer Success or account management, managing enterprise customers with complex SaaS portfolios.
• Experience helping organizations adopt and operationalize AI tools in production environments.
• Specialized knowledge of enterprise workflows such as incident response, backlog management, knowledge discovery and cross-team collaboration.
• Strong product mindset and effective communication, able to explain AI concepts to varied audiences.

Required skills

• 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.
• Familiarity with third-party connector ecosystems such as Google Drive, SharePoint, Slack and GitHub.