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 and more than 77,000 organizations worldwide use GitHub.

Locations

This role can be performed remotely from the United Kingdom.

Overview

GitHub is seeking a Senior Customer Success Manager to proactively guide enterprise organizations through their digital and business transformation journeys. This role focuses on driving customer adoption, value realization, and long-term success with the GitHub platform while engaging senior business and technical decision-makers.

Responsibilities

• Understanding the Customer: Align with internal teams, understand customer business processes, and engage senior stakeholders.
• Driving Business Value Realization: Analyze customer adoption using data, execute success plans, and drive customer-specific roadmaps.
• Driving Change Management: Partner with IT and business leaders, guide organizational change, and resolve blockers.
• Guiding Customer Success Strategy: Engage executives, leverage GitHub’s frameworks, and provide actionable feedback.
• Cross-Team Collaboration: Lead cross-functional efforts with Sales, Engineering, and Customer Success Architects.
• Operational & Execution Excellence: Manage customer health, pipeline, and engagements using Gainsight and ROB processes.
• Customer Trust & Advocacy: Act as the voice of the customer, build advocates, and secure executive sponsorship.
• Community Involvement & Mentorship: Participate in communities, mentor peers, and share best practices.
• Technical & Strategic Development: Enhance GitHub expertise through customer conversations and community engagement.

Qualifications

Required Qualifications: 7+ years experience in customer success management or related fields, or equivalent educational background with relevant experience. Experience managing a $10m+ customer portfolio and strong executive stakeholder management skills are essential. Ability to travel up to 25% is required.

Preferred Qualifications: 9+ years in customer success management, deep experience in enterprise SaaS, DevOps, Developer AI, or SDLC domains, and proficiency with CRM/CSM tools.

GitHub Values & Culture

GitHub values a customer-obsessed mindset, continuous learning, growth, diversity, and inclusion. They encourage collaboration, innovation, and taking ownership of outcomes.

Who We Are

GitHub is the world’s leading AI-powered developer platform with 150 million developers and counting. Remote-first and committed to competitive pay, generous learning opportunities, and excellent benefits.

Equal Employment Opportunity

GitHub embraces diversity and encourages applications from individuals of all backgrounds. Accommodations are available for candidates with disabilities.

Key Skills/Competency

• Customer Success
• Enterprise Adoption
• Change Management
• Stakeholder Engagement
• Data Analysis
• Cross-Functional Collaboration
• CRM/CSM Tools
• Strategic Planning
• Mentorship
• Communication