Senior Manager, Customer Success Architecture

Job Description

GitHub helps companies and organizations succeed by allowing them to build better software together. We're looking for a Senior Manager 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 coach and lead a team of Customer Success Architects as they deepen our technical relationships with customers and connect the technical and business customer activities.

Responsibilities:

• Report to Regional Directors on key metrics
  • Product adoption
  • Customer Health
  • Revenue retention, expansion, and advocacy of existing customers
  • Deployment & implementation rates
• Distill technical best practices and develop repeatable mechanisms to drive efficiency within your team.
• Execute strategies to enable technical adoption and expansion.
• Support regional directors on building initiatives to expand product awareness and identify opportunities for customer growth.
• Advocate on behalf of your team and act as the voice of customers along with escalating customer feedback to Product & Marketing.
• Drive technical community and readiness events on their assigned segments for the evangelization of our product technical capabilities.
• Recruit, retain, grow your team
  • Build and manage pipeline of candidates
  • Coach team and manage against performance expectations
  • Create and maintain a team-based culture focused on customer outcomes and driving customer value.
• Travel up to 20%

Essential Qualifications:

• 3+ years of demonstrable management experience leading customer facing technical teams working in technology organizations
• 5+ years working with large Enterprise customers leading projects, architecture, design or implementations of software solutions
• Knowledge or experience in DevOps, DevSecOps deployments, or CI/CD tools
• Experience working in the software development or DevOps domains
• Demonstrated ability to manage distributed teams
• Customer-focused mindset with a strong desire to ensure customer issues are resolved with urgency
• Strong interpersonal and communication skills especially when working with internal teams
• Comfortable working in a fast-paced and dynamic environment
• Collaborative and team-focused with a willingness to take initiative
• Candidate must sit in Pacific, Mountain, or Central Time Zones, and be able to support Pacific Time Zone hours.

Preferred Qualifications:

• Preferred: Knowledgeable in scaling an organization experiencing hyper-growth
• Preferred: Experience guiding enterprise organizations through transformational change in technical domains

(Colorado only*) Minimum salary of $113,100 to maximum $240,000+ bonus + equity + benefits.

Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired in Colorado.

Who We Are:

GitHub is the developer company. We make it easier for developers to be developers: to work together, to solve challenging problems, and to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.

Leadership Principles:

Customer Obsessed - Trust by Default - Ship to Learn - Own the Outcome - Growth Mindset - Global Product, Global Team - Anything is Possible - Practice Kindness

Why You Should Join:

At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where many Hubbers work, snack, and create daily. The rest of our Hubbers work remotely around the globe. Check out an updated list of where we can hire here: https://github.com/about/careers/remote

We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.

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!

Please note that benefits vary by country. If you have any questions, please don't hesitate to ask your Talent Partner.

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