Principal Customer Success Architect

Overview

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.

Responsibilities

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, Focus, Talent, and Rovo. As a Principal Customer Success Architect for Strategy Collection, you’ll lead Atlassian’s most strategic and complex customer engagements while helping define how the Customer Success Architect organization supports enterprise adoption of Strategy Collection at scale.

You’ll work with senior customer stakeholders across strategy, transformation, PMO, operations, finance, and platform teams to help customers operationalize Strategy Collection as a durable system for connecting strategy to execution. This includes shaping customer strategy, defining architecture and operating model approaches, advising on governance and planning decisions, guiding multi-phase transformation programs, and helping executive stakeholders connect adoption to measurable business outcomes.

This is not a people manager role. You will lead through principal-level architectural judgment, executive influence, and cross-functional leadership. Atlassian Principal Customer Success Architects are senior post-sales leaders who combine technical depth, strategic advisory capability, and organizational influence to guide high-stakes customer transformations and improve how Atlassian serves enterprise customers across the field.

As a principal individual contributor, you’ll not only lead complex customer outcomes directly, but also define reusable standards, methodologies, maturity models, and field guidance that strengthen how Atlassian scales Strategy Collection adoption across regions, segments, and teams.

Qualifications

On your first day, we'll expect you to have:

• Executive strategy and operating model advisory. Partner with senior customer leaders to understand how strategy is planned, funded, governed, communicated, and executed across the enterprise. Advise on how Strategy Collection can improve prioritization, portfolio visibility, workforce alignment, decision quality, and execution discipline.

• Principal-level solution architecture. Define architecture and adoption approaches across Jira Align, Focus, Talent, and Rovo for large-scale or highly complex customer environments. Help customers make operating model, governance, planning, and rollout decisions that balance immediate value with long-term sustainability.

• Transformation leadership. Guide enterprise customers through large, ambiguous, or strategically significant transformation programs that require executive alignment, phased rollout strategy, governance design, organizational change, and sustained adoption.

• Value realization. Help customers define and measure the business outcomes of Strategy Collection adoption, such as improved executive visibility, stronger strategy-to-execution alignment, more effective portfolio prioritization, better workforce and capacity planning, and faster, higher-quality decision-making.

• Escalation-level customer guidance. Serve as a senior architectural and strategic advisor on the most complex opportunities, risks, and customer scenarios, especially where standard plays are insufficient or where significant ambiguity exists.

• Field leadership and methodology. Define and refine reusable standards, maturity models, architecture patterns, discovery approaches, adoption guidance, and executive conversation frameworks that improve how Atlassian supports Strategy Collection customers across the field.

• Cross-functional influence. Partner closely with Customer Success, Sales, Services, Solution Architects, Support, Product, and partner teams to align around strategic customer priorities and improve how expertise is deployed against complex customer journeys.

• Field-to-product and field-to-business feedback. Synthesize patterns from strategic engagements and convert them into actionable feedback for product, enablement, and go-to-market teams.

• Thought leadership. Bring a strong point of view on enterprise transformation, strategic planning, portfolio governance, workforce alignment, and AI-assisted strategy execution both internally and with customers.

• Travel up to 20% domestically and internationally for customer and internal meetings.