Staff Customer Success Manager

GitHub is the world’s leading platform for agentic software development, and they are seeking a Staff Customer Success Manager to serve as a strategic partner to executive-level decision makers. In this role, you will drive alignment on customer priorities, guide customers in measuring adoption activities, and ensure operational excellence while collaborating with internal teams to maximize value realization.

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

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
• 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 ambiguity