Customer Success Architect II

GitHub, Inc.

3d•Remote

About The Position

GitHub is growing its Customer Success Architecture team and we're seeking experienced professionals to elevate our customer engagement efforts. As a Customer Success Architect II on our Success at Scale team, you will leverage business and industry insights to align GitHub's technology solutions with customer digital transformation initiatives and act as a liaison between customers and internal teams to provide feedback and improve solutions. The ideal candidate will be a trusted advisor, driving customer success at scale by shaping strategic technology solutions while gaining hands-on experience in digital transformation initiatives, deepening technical expertise, and contributing to the evolution of GitHub’s customer engagement strategies.

Requirements

3+ 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 1+ year(s) experience in technical consulting, technical consultative selling, or related technical/sales/industry experience,
OR equivalent experience.

Nice To Haves

5+ 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 3+ 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 1+ year(s) experience in technical consulting, technical consultative selling, or related technical/sales/industry experience
OR equivalent experience.
Experience in the software development industry, with the ability to translate complex technical concepts into clear, actionable strategies for customers.
Experience in identifying and resolving blockers to solution implementation, with a focus on enhancing customer satisfaction and driving successful technology deployments.
Knowledge of application security programs and secure software development practices.

Responsibilities

Combine business and industry insights to identify customer requirements and align them with product features, ensuring technology solutions meet specific customer needs and drive digital transformation initiatives.
Provide coaching and technical guidance on technology profiles and strategies, leveraging industry and business knowledge to position GitHub solutions effectively.
Coordinate efforts to resolve any blockers to solution implementation, contributing to the creation of technological and business roadmaps to ensure successful deployment and customer satisfaction.
Use readiness resources to support customer technology adoption, contributing to skilling initiatives and helping customers integrate GitHub with their existing development tools and workflows.
Act as a trusted advisor by translating complex technical concepts into actionable strategies for diverse audiences, influencing customer engagement and driving business transformation.
Serve as the voice of the customer by providing feedback and challenges to internal teams, escalating pressing issues to ensure appropriate solutions are delivered.
Assist in building and delivering content, acting as a liaison for customers and helping to identify and present solutions to customer issues.
Work with product development, engineering, and sales teams to ensure customer feedback is integrated into product roadmaps and to align on strategic initiatives that enhance customer satisfaction and product adoption.
Engage in time-bound post-sales activities with customers, aligning partners and stakeholders to drive solution implementation and developing external relationships within the customer organization where necessary.
Contribute to technical delivery initiatives aimed at improving customer success and retention by developing best practices for product usage and facilitating workshops or enablement sessions for customers.