Success at Scale Programs Manager III
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 create and implement customer-centric digital campaigns, ensuring scalable, data-driven, post-sale digital campaigns drive successful customer outcomes. They will align to standard processes to analyze and report on campaign performance, with a focus on proactive problem-solving, strategic alignment, and measurable cross-functional impact. Key responsibilities include developing and implementing adoption, retention, and expansion campaigns, such that all customers have the right enablement engagement and expertise via digital, scale, and self-service channels.
Requirements
- 5+ years experience in program management, project management, customer success, lifecycle marketing, or a related field
- OR Bachelor's Degree in a related field AND 3+ years experience in program management, project management, customer success, lifecycle marketing, or a related field
- OR equivalent experience.
- 1+ years experience executing scalable customer success programs that drive measurable impact.
- 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
- Experience and ability to influence and drive innovation across cross-functional teams in a fast-paced B2B SaaS environment and utilizing data to inform decision making.
- Experience in the software development or DevOps domains, with experience in designing and implementing scalable processes and leveraging automation tools to optimize customer success operations.
- Experience leveraging AI-powered solutions for digital and/or scaled customer engagements.
- Knowledge of digital customer journey frameworks, segmentation strategies, and lifecycle automation to scale customer success programs.
- Experience with analytics tools, such as Tableau, PowerBI, Salesforce, Azure Analytics Services, and/or others, aligned with driving data-driven decision-making and prioritizing high-impact initiatives.
Responsibilities
- Design, implement, and optimize a portfolio of digital-first programs to drive product adoption, customer retention, and expansion. Ensure cross-functional alignment by integrating stakeholder feedback, defining KPIs, and refining processes to enhance efficiency and impact of programs. Develop measurable customer campaigns that align with company goals and customer needs, ensuring they scale effectively to meet evolving business objectives.
- Design AI-powered digital and scale programs that enhance customer success through automation, self-service, and community-driven models. Partner with Operations and Analytics to utilize revenue signals and telemetry for customer engagement and adoption, iterating campaigns based on insights. Leverage analytics and automation to streamline workflows, track success, and drive continuous improvements with team members in engagement, retention, and risk mitigation.
- Develop and execute cross-functional plans that align with business goals and successful customer outcomes. Collaborate with internal stakeholders and cross-functional partners across Customer Success, Operations, Analytics, Marketing, Product, and Sales to drive program success and impact. Manage change, negotiates deadlines and deliverables with stakeholders, prioritizes work.
- Contribute to a culture of innovation, incorporating industry best practices and AI capabilities within a portfolio of digital and scale programs. Deeply understand our customers’ needs by being customer 0 of GitHub platform features. Share knowledge, best practices, and thought leadership for digital engagement, automation, and self-service capabilities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
