Principal 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, 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.
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.
This role may also be eligible for benefits, bonuses, commissions, and equity.
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: $207,000 - $270,250
Zone B: $186,300 - $243,225
Zone C: $171,810 - $224,308
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.

Your background

• Deep customer advisory experience. 10+ years in customer success, enterprise architecture, consulting, transformation, solution strategy, or technical advisory roles supporting large and complex enterprise customers. Strong track record of leading high-impact post-sales engagements in ambiguous environments.
• Principal-level operating model expertise. Strong understanding of enterprise strategic planning, portfolio management, PMO or transformation office motions, governance, funding and capacity planning, workforce alignment, and executive reporting. Experience helping customers redesign how priorities are translated into execution.
• Architectural depth. Demonstrated expertise with Atlassian solutions and adjacent enterprise platforms. Experience with Jira Align, Focus, Talent, Rovo, Jira, Confluence, Atlassian Goals/Projects, or comparable portfolio and workforce planning platforms. Ability to connect technology decisions to business process transformation and enterprise outcomes.
• Executive influence. Strong executive presence with experience advising senior business, transformation, operations, PMO, and technology leaders. Comfortable facilitating strategic discussions, aligning stakeholders, and shaping long-range adoption direction.
• Methodology and pattern leadership. Experience defining reusable plays, frameworks, maturity models, enablement content, or operating guidance that can scale across a function, region, or customer segment.
• Change and transformation leadership. Experience supporting enterprise-wide or highly complex transformations involving phased rollout strategies, governance redesign, executive alignment, cross-functional adoption, and sustained behavior change.
• AI and modern workflow fluency. Strong familiarity with AI-powered work, enterprise knowledge workflows, and how capabilities such as Rovo can improve prioritization, decision support, visibility, and execution across the enterprise.

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 .