[Hiring] Senior Customer Success Architect @GitHub, Inc.

Role Description

GitHub is growing its Customer Success Architecture team and we're seeking experienced professionals to elevate our customer engagement efforts. As a Senior Customer Success Architect, you will synthesize and integrate diverse business and industry insights to support customer digital transformation initiatives and align customer business requirements with GitHub's product features. The ideal candidate will be a driver in helping customers achieve their digital transformation goals, shaping innovative solutions while gaining deep industry insights, expanding technical expertise, and contributing to GitHub’s customer engagement strategies for long-term success.

• Develop and maintain deep industry and customer insights to identify opportunities for growth and align GitHub solutions with customer digital transformation goals.
• Serve as a trusted advisor by providing technical guidance to both internal teams and customer stakeholders, promoting the integration of GitHub technologies to enhance customer technology landscapes.
• Lead efforts to resolve implementation blockers and support customer technology adoption through readiness resources, product demonstrations, and integration with existing customer workflows.
• Partner with sales and technical teams to identify customer challenges, conduct proofs of concept, and drive solution selection and implementation in post-sales context.
• Cultivate expertise in GitHub Products, advising customers on developing robust DevOps and DevSecOps using GitHub narratives.
• Assist in creating and delivering content, acting as a liaison to enhance customer engagement and demonstrate GitHub's capabilities.
• Analyze customer situations to identify gaps that GitHub solutions can address and contribute to the creation of strategic frameworks to drive product adoption and customer success.
• Utilize advanced data analytics to provide insights into customer usage patterns, identify areas for improvement, and recommend strategies to enhance customer satisfaction and product adoption.
• Proactively identify potential risks in customer engagements and develop mitigation strategies to ensure successful project delivery and long-term customer satisfaction.
• Lead initiatives aimed at improving customer success and retention by developing best practices for product usage and facilitating workshops or enablement sessions for customers.
• Engage in post-sales activities with customers, aligning partners and stakeholders to drive solution implementation and developing external relationships within the customer organization.

Qualifications

• 8+ years experience in technical consulting, technical consultative selling, or related technical/sales/industry experience, OR
• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field AND 6+ years experience in technical consulting, technical consultative selling, or related technical/sales/industry experience, OR
• Master's Degree in Computer Science, Information Technology, Engineering, or related field AND 4+ years experience in technical consulting, technical consultative selling, or related technical/sales/industry experience, OR
• Doctorate in Computer Science, Information Technology, Engineering, or related field AND 2+ years experience in technical consulting, technical consultative selling, or related technical/sales/industry experience, OR
• Equivalent experience.
• Ability to travel up to 25% to serve business or client needs.

Requirements

• 10+ years' experience in technical consulting, technical consultative selling, or related technical/sales/industry experience.
• 3+ years' experience in digital transformation using software modernization to drive customer business outcomes.
• 3+ years' experience in business consulting, consultative selling, or customer-facing experience.
• 5+ years' experience orchestrating technical, support, and/or partner teams.
• Proficiency in using GitHub and other DevOps tools, with a deep understanding of software development practices and application security, including SAST, DAST, and SCA.
• Experience in the software development platform industry, including driving digital transformation initiatives and aligning technology solutions with business objectives.

Benefits

• The base salary range for this job is USD $94,000.00 - USD $249,280.00 /Yr.
• This role also has the opportunity to earn sales incentives. On target earnings (OTE) is based on a 80/20 base salary/sales incentive.
• Certain roles are eligible for benefits and additional rewards, including annual bonus and stock.
• Rewards are allocated based on individual impact in role.
• Certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.