Senior Customer Success Manager

GitHub, Inc. is hiring a Senior Customer Success Manager to drive business value and long-term success for its largest enterprise customers in the Digital Natives portfolio. The role develops customer success plans, guides adoption and organizational change, coordinates cross-functional and partner teams, monitors customer health, and advocates for customer needs.

Responsibilities:

• 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
• 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
• 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
• 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 relevance and impact
• Build relationships with key partners (including Microsoft) to develop joint success plans that support customer outcomes
• 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
• 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
• 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
• 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

Requirements:

• 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 managing high-value-high-visibility ($1M-$10M+, Fortune 100), enterprise customers in the Digital Natives space (Tech, Media, Telecom, etc.)

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

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

• 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