Success at Scale Programs Manager II

GitHub, Inc.

10h•Remote

About The Position

The Success at Scale Program Manager role at GitHub is responsible for executing the strategy of post-sale digital and scale programs to drive adoption, retention, and mitigate risks within specific customer segments, supporting our global audience. This individual contributor role will implement customer-centric digital campaigns, ensuring scalable, data-driven, post-sale digital campaigns drive successful customer outcomes. They will align to standard processes to measure and report on campaign performance, with a focus on proactive problem-solving, cross-functional alignment, and measurable customer impact. Key responsibilities include implementing adoption, retention, and expansion campaigns via digital, scale, and self-service channels.

Requirements

3+ years experience in program management, project management, customer success, lifecycle marketing, or a related field
OR Bachelor's Degree in a related field AND 1+ year(s) experience in program management, project management, customer success, lifecycle marketing, or a related field
OR equivalent experience.
1+ years experience with customer success methodology, preferably digital and/or scaled customer success.
1+ years experience with customer engagement and communication platforms uniquely aligned with Digital and Scale program execution (such as Gainsight, Totango, Journey Orchestrator, Marketo, and/or Salesforce).

Nice To Haves

Strong collaborative mindset with the ability to influence across cross-functional teams in a fast-paced B2B SaaS environment
Experience utilizing data to inform decisions.
Experience with the software development or DevOps domains, with experience influencing scalable processes and leveraging automation tools.
Experience and knowledge of digital customer journey frameworks and/or lifecycle automation to scale customer success programs.
Experience with analytics tools, such as Tableau, PowerBI, Salesforce, Azure Analytics Services, and/or others.

Responsibilities

Implement and optimize digital-first programs to drive product adoption, customer retention, and expansion.
Facilitate cross-functional alignment by integrating stakeholder feedback and contributing to the improvement of processes to improve efficiency and impact of programs.
Ensure customer campaigns are aligned with stakeholder input, company goals, and customer needs.
Build and execute on digital and scale programs that enhance customer success through automation, self-service, and community-driven models.
Collaborate with Operations and Analytics to understand revenue signals and telemetry for customer engagement and adoption.
Track and report on success of programs.
Contribute to continuous campaign improvements based on stakeholder feedback and success metrics.
Collaborate with internal stakeholders and cross-functional partners across Customer Success, Operations, Analytics, Marketing, Product, and Sales on scope and execution of programs.
Gather feedback and data on programs, and work with stakeholders to manage priorities, changes, deadlines, and deliverables.
Contribute to a culture of innovation by staying updated on industry trends and best practices, adjusting program plans as needed.
Deeply understand our customers’ needs by being customer 0 of GitHub platform features.
Share knowledge and best practices within the team for digital engagement, automation, and self-service capabilities.