Staff Customer Success Manager

GitHub, Inc.

11h • Remote

About The Position

As a Staff Customer Success Manager, you serve as a strategic partner to executive-level business and technical decision makers, driving alignment on customer priorities and supporting them in realizing their digital and business transformation goals. Leveraging your deep experience and a data-driven approach, you guide customers in measuring adoption activities against Key Performance Indicators (KPIs), using tools such as GitHub value maps to align customer needs with the right solutions and processes.
You independently build strong relationships with key stakeholders and relevant partners, proactively expanding adoption into new business units and maximizing value realization in complex enterprise environments.
You are highly effective at collaborating with internal cross-functional teams, including Sales, Engineering, Product, Services as well as Microsoft account teams and other key stakeholders to ensure seamless execution of customer strategies. You are accountable for operational excellence and customer health, ensuring process compliance, managing your portfolio, and resolving blockers using key tools and insights. Acting as the voice of the customer, you surface and address feedback and escalations, driving continuous improvement by sharing insights.
As a Staff CSM, you lead by example—by influencing, leading and actively contributing to organization-wide initiatives with cross-functional teams, actively contributing to internal & external communities, modeling & sharing best practices across teams, mentoring team members, and providing thought leadership & industry expertise through customer and community engagement.

Requirements

• 10+ 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 field AND 8+ years experience in the above areas
• OR Master's Degree in Business, Engineering, Technology or related field AND 6+ years experience in the above areas
• OR equivalent experience
• 5+ years' experience working at Enterprise SaaS B2B Software / AI First companies or relevant consulting experience
• Ability to travel up to 25% to serve business or customer needs

Nice To Haves

• 5+ years' experience in change management and/or technology adoption
• Strong preference for deep experience in regulated industries (financial services, manufacturing, healthcare, government and life sciences)
• Prior experience supporting products in the DevOps, DevSecOps, Developer AI or SDLC industry
• Ability to be dynamic in approach to work while also managing ambiguityShape

Responsibilities

• Drive strategic alignment and business outcomes across internal teams and customer organizations, grounded in a deep understanding of customers’ business priorities and needs, and demonstrating an ability to speak to trends that affect regulatory industries in particular.
• Build trusted executive relationships within highly complex large enterprises, influencing key decision-makers and advocating for customer outcomes through credible, data-driven insights.
• Leverage analytics and customer intelligence to inform adoption strategies, optimize KPIs, and demonstrate measurable business value through strategic success plans.
• Guide customers through digital and AI transformation, serving as a strategic partner in defining, executing, and scaling initiatives while proactively managing compliance, risk, and change.
• Orchestrate cross-functional collaboration to remove blockers, align technical and business resources, and deliver cohesive account strategies that accelerate secure adoption and tangible results.
• Ensure operational excellence through pipeline management, governance, and business reporting; synthesize customer insights to shape internal priorities and maintain stakeholder alignment.
• Continuously deepen expertise across GitHub’s platform, regulated industry requirements, and evolving technology trends; mentor peers and contribute to the broader success community.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees