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 with its largest enterprise customers in the Digital Natives portfolio, including technology, media, and telecommunications. The role involves understanding customer priorities and transformation goals, then using customer insights and adoption data to shape success plans, guide change, track progress, and help customers realize value from GitHub’s platform.

As a trusted advisor to senior business and technical decision-makers, the Senior Customer Success Manager works with account teams, Product and Engineering partners, and Microsoft partners to advance customer outcomes and resolve adoption barriers. The role monitors customer health and engagement, advocates for customer needs, and shares insights and effective practices across internal and external communities. It also contributes to evolving GitHub’s customer success practices, mentoring peers, and using AI-assisted tools for analysis and scale.

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 plus at least 5 years of experience; or a master’s degree in one of those fields plus at least 4 years of experience; or equivalent experience.
• Experience managing high-value, high-visibility enterprise customers ($1M–$10M+, Fortune 100) in the Digital Natives space, such as technology, media, or telecommunications.
• Experience using AI-native 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 with GitHub or related developer tooling and experiences.
• Experience supporting consumption-driven products and a strong understanding of adoption methods.
• Track record of mentoring peers and shaping customer success best practices.

Responsibilities

• Proactively align with internal teams on customers’ business priorities.
• Develop a deep understanding of customer business processes, outcomes, competition, key personas, and industry trends.
• Engage customer stakeholders to map and maintain key business and technical relationships.
• Ensure customer insights, needs, and risks are captured and communicated across relevant account teams, Product, Engineering, and other groups.
• Establish shared success measures with customers and use adoption data to assess progress against agreed 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 build customer-specific presentations and roadmaps that advance business outcomes.
• Guide customers through organizational change and help leaders implement, scale, and sustain new ways of working.
• Help customers align their culture, stakeholders, and transformation goals to support adoption and consumption.
• Take accountability for resolving adoption and consumption blockers by coordinating people, resources, and solutions.
• Engage executives with insights and feedback that shape digital and business transformation strategy.
• Leverage GitHub success frameworks to create customer journeys and dynamic success plans.
• Provide actionable feedback to GitHub on customer needs 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 to increase relevance and impact.
• Build relationships with key partners, including Microsoft, to develop joint success plans supporting customer outcomes.
• Manage customer health, engagements, and blockers using Gainsight.
• Lead solution-specific rhythms of business, governance processes, and reporting across the portfolio.
• 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.
• Act as the voice of the customer by surfacing feedback, blockers, and escalations across GitHub.
• Build customer advocates and capture success stories to inspire adoption across the community.
• Establish trusted-advisor status and secure executive sponsorship to sustain long-term success.
• Share customer insights, proven practices, and lessons learned across internal and external communities.
• Identify recurring customer needs and opportunities to scale team impact through reusable programs, playbooks, and engagement practices.
• Mentor peers and support onboarding to help teammates deliver consistent, high-quality customer outcomes.
• Maintain competitive, industry, and GitHub product knowledge to advise customers and recognize strategic opportunities.
• Partner with Customer Success Architects, Engineering, and other technical teams to deepen expertise and bring appropriate technical guidance to customer engagements.
• Apply technical and strategic expertise to customer planning, adoption, and business-value conversations.

Benefits

• Competitive pay
• Generous learning and growth opportunities
• Excellent benefits
• Certain roles are eligible for an annual bonus and stock
• Certain roles have the opportunity to earn sales incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed