[Hiring] Senior Customer Success Manager @GitHub, Inc.

Role Description

GitHub is seeking a Senior Customer Success Manager to proactively guide enterprise organisations through their digital and business transformation journeys. This role is focused on driving customer adoption, value realisation, and long-term success with the GitHub platform while engaging senior business and technical decision-makers.

• 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 senior customer stakeholders to map and maintain stakeholder relationships.
• Ensure customer insights are captured and communicated across GitHub.
• Use a data-driven approach to analyse customer adoption and optimise against KPIs, success measures, and expectations.
• Develop and execute customer success plans that align with customers’ business priorities and transformation objectives.
• Drive customer-specific roadmaps in collaboration with Sales, Engineering, Partners, and Customer Success Architects.
• Cultivate successful customer outcomes as references and case studies.
• Partner with IT and business decision-makers to execute Customer Success Plans.
• Guide customers through organisational change using established change management principles.
• Influence leaders to implement, scale, and sustain change across their organisation.
• Take accountability for resolving adoption and consumption blockers by bringing together the right resources.
• Engage executives by providing insights and feedback that shape their digital and business transformation strategy.
• Leverage GitHub’s 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 solution relevance and impact.
• Identify and collaborate with Sales on Customer Success Qualifies Leads (CSQLs).
• Manage customer health, pipeline, engagements, and blockers using Gainsight.
• Lead solution-specific rhythms of business (ROB), governance processes, and reporting across your portfolio.
• Provide regular updates on customer transformation progress to account and regional stakeholders.
• 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.
• Actively participate in internal and external communities, sharing best practices and insights.
• Identify customer trends and connect them to relevant programs and communities.
• Mentor peers and contribute to onboarding of new team members, sharing expertise and playbook improvements.
• Deepen competitive and strategic expertise through customer conversations and community engagement.
• Leverage development opportunities and technical partnerships (CSAs, Engineering) to continuously enhance GitHub expertise.

Qualifications

• 7+ years experience in customer success management, software adoption management, account management, professional services consulting, service delivery management, or customer-facing program management, including executive stakeholder management.
• OR Bachelor’s Degree in Business, Engineering, Technology, or related field AND 5+ years experience.
• OR Master’s Degree in Business, Engineering, Technology, or related field AND 3+ years experience.
• OR equivalent experience.
• Experience with executive stakeholder management and a strong executive presence with proven ability to engage C-level and senior business decision-makers.
• Demonstrated ability to influence cross-functional global teams and partners toward shared outcomes.
• Ability to travel up to 25%.

Requirements

• 9+ years experience in customer success management, software adoption management, account management, professional services consulting, service delivery management, or customer-facing program management, including executive stakeholder management.
• 7+ years experience in enterprise SaaS, DevOps, DevSecOps, Developer AI, or SDLC domains.
• Deep experience with CRM and CSM tools (Salesforce, Gainsight, or similar).
• Track record of mentoring peers and shaping customer success best practices.
• Professional proficiency in spoken Spanish, with the ability to engage confidently with customer and executive stakeholders.
• Strong AI fluency, with practical experience using AI-powered tools and the ability to articulate how AI can transform software development and enterprise ways of working.

GitHub values

• Customer-obsessed
• Ship to learn
• Growth mindset
• Own the outcome
• Better together
• Diverse and inclusive

Leadership principles

• Create clarity
• Generate energy
• Deliver success