Senior Customer Success Manager

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 Customer Success Manager to drive business value and long-term success with GitHub’s largest enterprise customers within the Digital Natives portfolio (Tech, Media, Telecom, etc.). You’ll build a deep understanding of customer priorities and transformation goals, and use customer insights and adoption data to shape success plans, guide change, track progress, and help customers realize value from the GitHub platform. 

As a trusted advisor to senior business and technical decision-makers, you’ll work closely with account teams, product and engineering partners, and Microsoft partners to advance customer outcomes and resolve adoption barriers. You’ll monitor customer health and engagement, advocate for customer needs, and share insights and successful practices across internal and external communities. The ideal candidate will also play a role in evolving GitHub’s customer success practices, mentoring your peers, and using AI-assisted tooling for analysis and scale. 

Responsibilities:

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. 

Qualifications:

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 

Compensation Range: The base salary range for this job is USD $86,560.00 - USD $229,600.00 /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. This position will be open for a minimum of 3 days, with applications accepted on an ongoing basis until the position is filled. GitHub Leadership Principles:

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!

7+ years enterprise customer success or related experience, or Bachelor's degree with 5+ years, or Master's with 4+ years; experience with high-value enterprise customers; AI-native tools; travel up to 25%.

Key Responsibilities

• managing customer success
• driving business value
• mentoring peers

Skills & Tools

Gainsight, GitHub, Copilot

Job Details

• Category: Customer Service
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United States
• Salary: USD 86,560 – 229,600 / year
• Languages: English

About GitHub, Inc.

A leading AI-powered developer platform with a large open-source community. — Industry: Information Technology

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