Senior Customer Success Manager

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. 

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 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. 

• 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 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