Senior Customer Success Architect

Atlassian•Austin, TX

3d•$149,400 - $235,000•Remote

About The Position

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.

Requirements

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.
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.
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.
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.
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.
Experience creating reusable playbooks, maturity frameworks, enablement content, or adoption methodologies that can scale across a team or region.
Familiarity with AI-powered work, enterprise knowledge workflows, and how capabilities such as Rovo can enhance strategy execution, decision support, and cross-functional alignment.

Responsibilities

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.
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.
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.
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.
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.
Build and refine reusable discovery frameworks, maturity models, adoption plays, and executive conversation guides that improve how Atlassian deploys Strategy Collection across the field.
Maintain strong relationships with product and engineering stakeholders, especially across Jira Align, Focus, Talent, and Rovo, and translate customer patterns into actionable product feedback.
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.