Senior Customer Success Architect

_This job is with GitHub, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly._About GitHub As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 150+ million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate and experiment across 420+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code. Locations In this role you can work from Remote, United Kingdom Overview 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 III, 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 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. 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 closely 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 post-sales activities with customers, aligning partners and stakeholders to drive solution implementation and developing external relationships within the customer organisation.
• Lead initiatives aimed at improving customer success and retention by developing best practices for product usage and facilitating workshops or enablement sessions for customers.

QualificationsRequired Qualifications:

• 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 equivalent experience.

• Ability to travel up to 25% to serve business or client needs

Preferred Qualifications

• 6+ years experience in technical consulting, technical consultative selling, or related technical/sales/industry experience
• 1+ year(s) experience in digital transformation using software modernisation to drive customer business outcomes
• 1+ year(s) experience in business consulting, consultative selling, or customer-facing experience
• 3+ years' experience orchestrating technical, support, and/or partner teams
• Experience in the software development industry, with a focus on digital transformation and 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 experience in advising on secure software development practices

GitHub values

• Customer-obsessed
• Ship to learn
• Growth mindset
• Own the outcome
• Better together
• Diverse and inclusive

Manager fundamentals

• Model
• Coach
• Care

Leadership principles

• Create clarity
• Generate energy
• Deliver success

Who We Are GitHub is the world's leading AI-powered developer platform with 150 million developers and counting. We're also home to the biggest open-source community on earth (and 99% of the world's software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub. Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We're remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are-because we know that people flourish when they can work on their own terms. Join us, and let's change the world, together. Equal Employment Opportunity GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!