Senior Customer Success Architect

Working at Atlassian
Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a time zone overlap with your team, you can choose to work remotely or in an office. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
What you'll do
In this role, you'll be part of the Customer Success Architect organization within Sales and Success, focusing on Atlassian's Strategy Collection: Jira Align, Talent, Focus, and Rovo. As a Senior Customer Success Architect for Strategy Collection, you'll lead high-impact, time-bound customer engagements that help enterprise customers connect strategy to execution, align people and investments to priorities, and operationalize executive visibility across their portfolio.
You'll work with senior customer stakeholders across strategy, transformation, PMO, operations, and platform teams to turn Strategy Collection from a purchased set of products into an adopted operating model. This includes guiding customers through discovery, solution design, rollout planning, governance design, and value realization across Jira Align, Focus, Talent, and Rovo.
This is not a people manager role. You will lead through domain expertise, customer architecture leadership, and playbook ownership. Atlassian Customer Success Architects are senior post-sales practitioners who combine technical depth, business acumen, and change leadership to help customers adopt complex solution areas and achieve measurable outcomes. You'll partner closely with account teams, Customer Success Managers, Solution Architects, Services, Support, and Product to accelerate customer maturity and create repeatable adoption patterns for the field.
As a senior individual contributor, you'll also help shape how Atlassian scales Strategy Collection adoption by codifying best practices, coaching peers, and translating field insight into better motions, enablement, and product feedback.
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
In The United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $180,000 - $235,000
Zone B: $162,000 - $211,500
Zone C: $149,400 - $195,050
On your first day, we'll expect you to have:

• Executive discovery and alignment. Lead discovery with enterprise customers to understand strategic planning processes, portfolio governance models, operating rhythms, funding decisions, capacity planning, and executive reporting needs. Help customers identify where Strategy Collection can improve prioritization, transparency, and speed of decision-making.
  
  • Solution architecture. Design customer-specific adoption approaches across Jira Align, Focus, Talent, and Rovo that map product capabilities to customer goals, operating models, and data realities. Recommend phased adoption paths that balance time-to-value with long-term scalability.
  • Value realization. Define success measures with customers and guide them toward measurable outcomes such as improved executive visibility, stronger strategy-to-execution alignment, better portfolio prioritization, clearer capacity planning, and faster decision cycles.
  • Activation and rollout guidance. Partner with customers through rollout planning, stakeholder alignment, governance design, enablement planning, and handoff to steady-state ownership. Support customers as they move from initial configuration to durable operational adoption.
  • Cross-functional orchestration. Collaborate with Customer Success Managers, Services, Solution Architects, Support, Product, and partner teams to align the right expertise to the customer journey and remove adoption blockers.
  • Playbook ownership. Build and refine reusable discovery frameworks, maturity models, adoption plays, and executive conversation guides that improve how Atlassian deploys Strategy Collection across the field.
  • Field-to-product feedback. Maintain strong relationships with product and engineering stakeholders, especially across Jira Align, Focus, Talent, and Rovo, and translate customer patterns into actionable product feedback.
  • Thought leadership. Act as a trusted advisor to both customers and internal teams by bringing a point of view on enterprise transformation, portfolio management, workforce planning, and AI-assisted strategy execution.
  • Travel up to 15% domestically and internationally for customer and internal meetings.

Your background

• Customer success and advisory experience. 7-10+ years in customer success, solutions architecture, consulting, transformation, or technical advisory roles supporting enterprise customers with complex SaaS environments. Proven experience leading strategic post-sales engagements without direct managerial authority.
  
  • Enterprise operating model expertise. Strong understanding of enterprise portfolio management, strategic planning, PMO or transformation office motions, capacity and funding planning, governance, and executive reporting. Experience helping customers connect organizational priorities to delivery execution.
  • Solution depth. Demonstrated expertise with Atlassian solutions and adjacent enterprise workflows. Experience with one or more of Jira Align, Focus, Talent, Rovo, Jira, Confluence, Atlassian Goals/Projects, or comparable portfolio and workforce planning platforms. Ability to connect product capabilities to business process change.
  • Change leadership and adoption design. Track record of helping customers adopt new operating models, not just new tools. Experience designing phased rollouts, stakeholder engagement plans, enablement strategies, and governance models that drive sustained usage.
  • Executive communication. Strong executive presence with the ability to translate technical and product capabilities into strategic business outcomes. Comfortable facilitating conversations with C-level leaders, PMO heads, transformation leaders, and platform owners.
  • Programmatic mindset. Experience creating reusable playbooks, maturity frameworks, enablement content, or adoption methodologies that can scale across a team or region.
  • AI and modern workflow fluency. Familiarity with AI-powered work, enterprise knowledge workflows, and how capabilities such as Rovo can enhance strategy execution, decision support, and cross-functional alignment.

Benefits & Perks
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 .
About Atlassian
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 .