Staff Customer Success Manager

GitHub is the world’s leading platform for agentic software development. In this role, the Staff Customer Success Manager serves as a strategic partner to executive-level decision makers, driving alignment on customer priorities and supporting them in realizing their digital transformation goals.

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