Senior Customer Success Manager

Senior Customer Success Manager

United States

Customer Success

Individual Contributor

Yes

6300

Full Time

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Job Description

About GitHub

GitHub is the world’s leading platform for agentic software development — powered by Copilot to build, scale, and deliver secure software. Over 180 million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate, and more than 77,000 organisations have adopted GitHub Copilot.

Locations

In this role you can work from Remote, United States

Overview

GitHub is seeking a Senior Customer Success Manager to drive business value and long-term success with GitHub’s largest enterprise customers within the Regulated Industries portfolio (FSI, Healthcare, etc.). You’ll build a deep understanding of customer priorities and transformation goals, and use customer insights and adoption data to shape success plans, guide change, track progress, and help customers realize value from the GitHub platform.

As a trusted advisor to senior business and technical decision-makers, you’ll work closely with account teams, product and engineering partners, and Microsoft partners to advance customer outcomes and resolve adoption barriers. You’ll monitor customer health and engagement, advocate for customer needs, and share insights and successful practices across internal and external communities. The ideal candidate will also play a role in evolving GitHub’s customer success practices, mentoring your peers, and using AI-assisted tooling for analysis and scale.

Responsibilities

Understanding the Customer

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 customer stakeholders to map and maintain key business and technical relationships.

Ensure customer insights, needs, and risks are captured and communicated across the relevant account teams, Product, Engineering, etc.

Driving Business Value Realization

Establish shared success measures with customers and use adoption data to assess progress against agreed business outcomes and customer expectations.

Develop and execute customer success plans that align with customers’ business priorities and transformation objectives.

Collaborate with Sales, EPD, Partners, and our Customer Success Architects to build customer-specific presentations and roadmaps that advance business outcomes.

Driving Change Management

Guide customers through organizational change helping leaders implement, scale, and sustain new ways of working.

Help customers align their culture, stakeholders, and transformation goals to support adoption and consumption.

Take accountability for resolving adoption and consumption blockers by coordinating people, resources, and solutions.

Guiding Customer Success Strategy

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.

Partner and Cross-Team Collaboration

Lead cross-functional engagement to align account strategy, develop business outcomes, and enable execution.

Integrate stakeholders across solution areas to increase relevance and impact.

Build relationships with key partners (including Microsoft) to develop joint success plans that support customer outcomes.

Operational & Execution Excellence

Manage customer health, 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.

Use AI-enabled tools and agents to analyze customer data and drive operational consistency across your portfolio.

Customer Trust & Advocacy

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.

Team Growth, Scale & Community

Strengthen the Customer Success team by sharing customer insights, proven practices, and lessons learned across internal and external communities.

Identify recurring customer needs and opportunities to scale the team’s impact through reusable programs, playbooks, and engagement practices.

Mentor peers and support onboarding, helping teammates build the skills and confidence to deliver consistent, high-quality customer outcomes.

Technical and Strategic Expertise

Maintain the competitive, industry, and GitHub product knowledge needed to advise customers and recognize strategic opportunities.

Partner with Customer Success Architects, Engineering, and other technical teams to deepen expertise and bring the right technical guidance to customer engagements.

Apply technical and strategic expertise to customer planning, adoption, and business-value conversations.

Qualifications

Required Qualifications

7+ years experience in enterprise customer success management, software adoption management, account management, professional services consulting, 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 4+ years experience

OR equivalent experience

Experience using AI-enabled productivity, analysis, or workflow tools and applying them appropriately in customer-facing work.

Ability to travel up to 25%

Preferred Qualifications:

7+ years experience in enterprise SaaS, DevOps/DevSecOps, Developer AI, Forward Deployed Engineering, or SDLC domains

Experience managing high-value-high-visibility ($5M-$20M+, Fortune 100), enterprise customers in the Regulated Industries space (FSI, Healthcare, PubSec, etc.)

Experience with GitHub or related developer tooling/experiences

Experience with supporting consumption-driven products and a strong understanding of adoption methods

Track record of mentoring peers and shaping customer success best practices

Compensation Range

The base salary range for this job is USD $86,560.00 - USD $229,600.00 /Yr.