Sr. Manager, Customer Success Management

GitHub, Inc.

8d • Remote

About The Position

GitHub is seeking a Senior Manager of Customer Success Management to lead a team of Customer Success Managers (CSMs) dedicated to helping our customers achieve their desired outcomes. We are passionate about customer success and the quality of our work. The ideal candidate will have enterprise experience, emerging people leadership skills, and the ability to manage a portfolio of customers within a segment/vertical with complex technical products across the GitHub Platform.

This individual will coach team members to guide customers in managing change initiatives by applying knowledge of change management principles. They will establish standard processes for the team to offer feedback and insights, helping customers set and achieve their digital and business transformation goals. The role involves managing, fostering, and leveraging relationships with key partners to drive business results. They guide the team in acting as the voice of the customer by driving new feedback. This role includes people management responsibilities, such as supporting employee development, overseeing project execution, and managing team performance.

Requirements

• 7+ years experience in customer success management, software adoption management, technical account management, professional services consulting, service delivery management or customer facing program management, executive stakeholder management OR Bachelor's Degree in Business, Engineering, Technology or related eld AND 5+ years experience in customer success management, software adoption management, technical account management, professional services consulting, service delivery management or customer facing program management, executive stakeholder management OR Master's Degree in Business, Engineering, Technology or related eld AND 3+ years experience in customer success management, software adoption management, technical account management, professional services consulting, service delivery management or customer facing program management, executive stakeholder management OR equivalent experience.
• 6+ months experience leading others, formally or informally (e.g., coordinating work of others, providing guidance or mentorship, and contributing to a team’s operating rhythm and outcomes).
• 3+ years as a Senior CSM and/or principal and/or team lead experience OR 1+ year(s) formal people management experience.
• Ability to travel approximately 25%.

Nice To Haves

• Demonstrated ability to manage globally distributed teams across multiple verticals like highly regulated industries (financial services, manufacturing, healthcare & life sciences, public sector)
• Strong interpersonal and communication skills, especially when working with internal teams, especially across the revenue organization.
• Experience working in the software development or DevOps domains.
• Experience with CSP (Customer Success Platform) and CRM tools / solutions.
• Experience leveraging AI powered solutions for CSM engagements.
• Experience with executive stakeholder management

Responsibilities

• Drive, Deliver and Demonstrate Value for Customers: Develop, execute, engage and enable adoption, while building alignment with internal stakeholders, create initiatives to expand product awareness, and identify new growth opportunities for customers. Support escalations, expansion and renewal opportunities.
• Recruit, Retain, Grow Your Team: Build and manage a pipeline of candidates, uphold a high bar for excellence, proactively manage performance expectations, create and maintain a team-based culture focused on customer outcomes while navigating constant change, and mentor and grow your team of CSMs.
• Voice of the Customer: Drive alignment and engagement with customers, develop and support mechanisms to share customer feedback with Product, Engineering and Marketing teams, and develop organizational superfans to help evangelize within customer organizations and externally with other GitHub customers.
• Own & Report on Key Metrics: Drive product adoption metrics, customer health metrics, revenue retention and growth, and deployment and implementation rates.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees