Dir. Customer Success Architecture

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 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ 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 helps companies and organizations succeed by allowing them to build better software together. We're looking for a Director of Customer Success Architecture to help grow a team of Customer Success Architects dedicated to helping GitHub’s customers achieve their desired outcomes. We care about customer success and customer outcomes, and we're extremely passionate about the quality of our work. The ideal candidate will have the aptitude to mentor and lead the team of Customer Success Architects as they deepen our customer relationships and are proactive with addressing issues and concerns.

Responsibilities:

In close partnership with GitHub Customer Success Managers, CSAs have a number of key responsibilities to improve our product offering and our customer relationships. The Director of Customer Success Architecture will be expected to build and manage a team of CSAs who are expected to help customers achieve their business outcomes related to topics such as software development lifecycle, devops, innersource, code analysis and security, product strategy and enablement. The CSAs you lead will coach technical champions within customer organizations on how to identify and plan technical strategies to address their most pressing business problems. The role involves three essential components:

• Own & Report on Key Metrics

  • Product Adoption Trends & Blockers

  • Customer Health Metrics

  • Deployment & implementation rates

• Recruit, Retain, Grow Your Team

  • Build & manage pipeline of candidates

  • Manage against performance expectations

  • Create & maintain a team-based culture, focused on customer outcomes

  • Mentor & grow your team of CSAs

• Evangelize DevOps Practices with Customers

  • Act as a thought leader in DevOps and adjacents domains

  • Build initiatives to expand architecture patterns and technical solutions for common customer objectives.

  • Distill best practices across the customer base and develop repeatable mechanisms to drive efficiency within your team.

  • Support the expansion and renewal opportunities.

• Voice of the Customer

  • Support executive alignment and engagement with customers

  • Develop & support mechanisms to share customer feedback to Product & Marketing

  • Develop organizational superfans to help evangelize within customer organizations and externally with other GitHub customers.

 

Qualifications:

Required/Minimum Qualifications

• Several years leading technical customer success, customer engineering, or professional services teams in a director capacity within a SaaS Company

• Demonstrated ability to manage regionally distributed teams within Europe while aligning globally with senior leadership

• Experience working in the software development or DevOps domains

• Ability to travel approximately 25% as needed

Additional or Preferred Qualifications

• Knowledge or experience in DevOps, DevSecOps deployments or CI/CD tools

• Experience working in the software development application software security or CI/CD domains

• Experience guiding enterprise organizations through transformational change in technical domains.

• Experience with executive stakeholder management and a strong executive presence

 

GitHub Leadership Principles:

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 100 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.
EEO Statement: 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!