Sr. Manager, Customer Success Management

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 Manager of Customer Success Management to lead a team of Customer Success Managers (CSMs) dedicated to helping our customers achieve their desired outcomes. We are passionate about customer success and the quality of our work. The ideal candidate will have enterprise experience, emerging people leadership skills, and the ability to manage a portfolio of customers within a segment/vertical with complex technical products across the GitHub Platform.

This individual will coach team members to guide customers in managing change initiatives by applying knowledge of change management principles. They will establish standard processes for the team to offer feedback and insights, helping customers set and achieve their digital and business transformation goals. The role involves managing, fostering, and leveraging relationships with key partners to drive business results. They guide the team in acting as the voice of the customer by driving new feedback. This role includes people management responsibilities, such as supporting employee development, overseeing project execution, and managing team performance.

Responsibilities

• Drive, Deliver and Demonstrate Value for Customers: Develop, execute,  engage and enable adoption, while building alignment with internal stakeholders, create initiatives to expand product awareness, and identify new growth opportunities for customers. Support escalations, expansion and renewal opportunities.
• Recruit, Retain, Grow Your Team: Build and manage a pipeline of candidates, uphold a high bar for excellence, proactively manage performance expectations, create and maintain a team-based culture focused on customer outcomes while navigating constant change, and mentor and grow your team of CSMs.
• Voice of the Customer: Drive alignment and engagement with customers, develop and support mechanisms to share customer feedback with Product, Engineering and Marketing teams, and develop organizational superfans to help evangelize within customer organizations and externally with other GitHub customers.
• Own & Report on Key Metrics: Drive product adoption metrics, customer health metrics, revenue retention and growth, and deployment and implementation rates.

Qualifications

Required Qualifications:

• 7+ 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 eld AND 5+ 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 Master's Degree in Business, Engineering, Technology or related eld AND 3+ 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 equivalent experience.
• 6+ months experience leading others, formally or informally (e.g., coordinating work of others, providing guidance or mentorship, and contributing to a team’s operating rhythm and outcomes).
• 3+ years as a Senior CSM and/or principal and/or team lead experience OR 1+ year(s) formal people management experience.
• Ability to travel approximately 25%.

Preferred Qualifications:

• Demonstrated ability to manage globally distributed teams across multiple verticals like highly regulated industries (financial services, manufacturing, healthcare & life sciences, public sector) 
  Strong interpersonal and communication skills, especially when working with internal teams, especially across the revenue organization.
• Experience working in the software development or DevOps domains.
• Experience with CSP (Customer Success Platform) and CRM tools / solutions.
• Experience leveraging AI powered solutions for CSM engagements.
• Experience with executive stakeholder management

Compensation Range

The base salary range for this job is USD $104,800.00 - USD $278,000.00 /Yr.

In addition, this role also has the opportunity to earn sales incentives. On target earnings (OTE) is based on a 80/20 base salary/sales incentive.

These pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.

GitHub values

• Customer-obsessed
• Ship to learn
• Growth mindset
• Own the outcome
• Better together
• Diverse and inclusive

Manager fundamentals

• Model
• Coach
• Care

Leadership principles

• Create clarity
• Generate energy
• Deliver success

Who We Are

GitHub is the world’s leading AI-powered developer platform with 150 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.
Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.
Join us, and let’s change the world, together.

EEO Statement

GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!