Senior Customer Success Architect

GitHub, Inc.•UNAVAILABLE, UNAVAILABLE

9d•Remote

About The Position

GitHub is seeking a Senior Customer Success Architect to support its Regulated Industries Customer Success Architecture team, serving customers in banking, insurance, manufacturing, healthcare, and the public sector. The role synthesizes industry and business insights to support customer digital transformation and align business requirements with GitHub product capabilities. The architect advises customers and internal teams, helps develop innovative solutions, and contributes to customer engagement strategies that support adoption and long-term success. The position focuses on post-sales customer engagement, including guiding solution implementation, addressing adoption barriers, conducting proofs of concept, and helping customers build DevOps and DevSecOps practices using GitHub products. It also uses customer and product usage data to identify gaps, risks, and opportunities, and develops strategies, resources, and enablement activities to improve adoption, satisfaction, and retention. This role is remote within the United States and may require travel up to 25%.

Requirements

At least 8 years of experience in technical consulting, technical consultative selling, or related technical, sales, or industry experience; or an equivalent combination of education and experience as specified in the posting.
Alternatively, a bachelor's degree in Computer Science, Information Technology, Engineering, or a related field and at least 6 years of relevant experience; a master's degree in one of these fields and at least 4 years of relevant experience; or a doctorate in one of these fields and at least 2 years of relevant experience.
Ability to travel up to 25% to serve business or client needs.

Nice To Haves

At least 10 years of experience in technical consulting, technical consultative selling, or related technical, sales, or industry experience.
At least 3 years of experience in digital transformation using software modernization to drive customer business outcomes.
At least 3 years of experience in business consulting, consultative selling, or customer-facing work.
At least 5 years of experience orchestrating technical, support, or partner teams.
Proficiency with 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.
Deep experience in regulated industries such as financial services, manufacturing, healthcare and life sciences, or the public sector is strongly preferred.

Responsibilities

Develop and maintain industry and customer insights to identify growth opportunities and align GitHub solutions with customer digital transformation goals.
Provide technical guidance to internal teams and customer stakeholders as a trusted advisor, promoting integration of GitHub technologies into customer technology landscapes.
Resolve implementation blockers and support technology adoption through readiness resources, product demonstrations, and integration with customer workflows.
Partner with sales and technical teams to identify customer challenges, conduct proofs of concept, and drive solution selection and post-sales implementation.
Build expertise in GitHub products and advise customers on developing DevOps and DevSecOps practices using GitHub narratives.
Assist in creating and delivering content and act as a liaison to improve customer engagement and demonstrate GitHub capabilities.
Analyze customer situations to identify gaps that GitHub solutions can address and contribute to strategic frameworks for product adoption and customer success.
Use data analytics to assess customer usage patterns, identify improvement areas, and recommend strategies to increase satisfaction and product adoption.
Identify potential risks in customer engagements and develop mitigation strategies to support project delivery and long-term customer satisfaction.
Develop best practices for product usage and facilitate customer workshops or enablement sessions to improve customer success and retention.
Engage with customers after sale, align partners and stakeholders to drive implementation, and develop external relationships within customer organizations.