Senior Customer Success Manager

GitHub, Inc.•UNAVAILABLE, UNAVAILABLE

14d•Remote

About The Position

GitHub is seeking a Senior Customer Success Manager to drive business value and long-term success for its largest enterprise customers in the Regulated Industries portfolio, including financial services and healthcare. The role involves understanding customer priorities and transformation goals, using customer insights and adoption data to shape success plans, guide change, track progress, and help customers realize value from the GitHub platform. As a trusted advisor to senior business and technical decision-makers, this role works closely with account teams, product and engineering partners, and Microsoft partners to advance customer outcomes and resolve adoption barriers. The Senior Customer Success Manager monitors customer health and engagement, advocates for customer needs, and shares insights and successful practices across internal and external communities. The role also contributes to evolving GitHub’s customer success practices, mentoring peers, and using AI-assisted tooling for analysis and scale. The position is remote within the United States and may require travel up to 25%.

Requirements

At least 7 years of experience in enterprise customer success management, software adoption management, account management, professional services consulting, or customer-facing program management, including executive stakeholder management; OR a bachelor’s degree in Business, Engineering, Technology, or a related field and at least 5 years of relevant experience; OR a master’s degree in those fields and at least 4 years of relevant experience; OR equivalent experience.
Experience using AI-enabled productivity, analysis, or workflow tools and applying them appropriately in customer-facing work.
Ability to travel up to 25%.

Nice To Haves

At least 7 years of experience in enterprise SaaS, DevOps/DevSecOps, Developer AI, Forward Deployed Engineering, or SDLC domains.
Experience managing high-value, high-visibility ($5M–$20M+), Fortune 100 enterprise customers in regulated industries such as financial services, healthcare, or public sector.
Experience with GitHub or related developer tooling and experiences.
Experience supporting consumption-driven products and strong understanding of adoption methods.
Track record of mentoring peers and shaping customer success best practices.

Responsibilities

Align proactively with internal teams on customers’ business priorities and develop understanding of their processes, outcomes, competition, key personas, and industry trends.
Engage customer stakeholders to map and maintain business and technical relationships, and communicate customer insights, needs, and risks to relevant account teams, Product, and Engineering.
Establish shared success measures and use adoption data to assess progress against business outcomes and customer expectations.
Develop and execute customer success plans aligned with customers’ business priorities and transformation objectives.
Collaborate with Sales, EPD, Partners, and Customer Success Architects to create customer-specific presentations and roadmaps.
Guide customers through organizational change and help leaders implement, scale, and sustain new ways of working.
Help customers align culture, stakeholders, and transformation goals to support adoption and consumption; coordinate people, resources, and solutions to resolve blockers.
Engage executives with insights and feedback that shape digital and business transformation strategy.
Use GitHub success frameworks to create customer journeys and dynamic success plans, and provide feedback to influence product and program roadmaps.
Lead cross-functional engagement to align account strategy, develop business outcomes, and enable execution; integrate stakeholders across solution areas.
Build relationships with partners, including Microsoft, and develop joint success plans.
Manage customer health, engagements, and blockers using Gainsight; lead solution-specific rhythms of business, governance, and portfolio reporting.
Provide regular updates on customer transformation progress to account and regional stakeholders.
Use AI-enabled tools and agents to analyze customer data and drive operational consistency across the portfolio.
Represent the voice of the customer by surfacing feedback, blockers, and escalations; build customer advocates and capture success stories.
Establish trusted advisor status and secure executive sponsorship to sustain long-term customer success.
Share customer insights, proven practices, and lessons learned; identify opportunities to scale impact through reusable programs, playbooks, and engagement practices.
Mentor peers and support onboarding.
Maintain competitive, industry, and GitHub product knowledge; partner with technical teams to deepen expertise and provide relevant guidance to customers.
Apply technical and strategic expertise to customer planning, adoption, and business-value conversations.