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For Companies About GitHubGitHub 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.
LocationsIn this role you can work from Remote, United Kingdom
OverviewGitHub is seeking a Senior Customer Success Manager to proactively guide enterprise organisations through their digital and business transformation journeys. This role is focused on driving customer adoption, value realisation, and long-term success with the GitHub platform while engaging senior business and technical decision-makers.
The ideal candidate brings extensive experience in customer success management, change management, and enterprise adoption. You will align closely with internal teams and partners, lead customer success planning, and serve as a trusted advisor to executive stakeholders. As a senior member of the CSM organisation, you will also contribute to the evolution of GitHub\’s customer success practices, mentor peers, and represent GitHub in both internal and external communities.
ResponsibilitiesUnderstanding 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 senior customer stakeholders to map and maintain stakeholder relationships.
Ensure customer insights are captured and communicated across GitHub.
Driving Business Value Realization
Use a data-driven approach to analyse customer adoption and optimise against KPIs, success measures, and expectations.
Develop and execute customer success plans that align with customers\’ business priorities and transformation objectives.
Drive customer-specific roadmaps in collaboration with Sales, Engineering, Partners, and Customer Success Architects.
Cultivate successful customer outcomes as references and case studies.
Driving Change Management
Partner with IT and business decision-makers to execute Customer Success Plans.
Guide customers through organisational change using established change management principles.
Influence leaders to implement, scale, and sustain change across their organisation.
Take accountability for resolving adoption and consumption blockers by bringing together the right resources.
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.
Cross-Team Collaboration
Lead cross-functional engagement to align account strategy, develop business outcomes, and enable execution.
Integrate stakeholders across solution areas to increase solution relevance and impact.
Identify and collaborate with Sales on Customer Success Qualifies Leads (CSQLs).
Operational & Execution Excellence
Manage customer health, pipeline, 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.
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.
Community Involvement & Mentorship
Actively participate in internal and external communities, sharing best practices and insights.
Identify customer trends and connect them to relevant programs and communities.
Mentor peers and contribute to onboarding of new team members, sharing expertise and playbook improvements.
Technical & Strategic Development
Deepen competitive and strategic expertise through customer conversations and community engagement.
Leverage development opportunities and technical partnerships (CSAs, Engineering) to continuously enhance GitHub expertise.
QualificationsRequired Qualifications
7+ years experience in customer success management, software adoption management, account management, professional services consulting, service delivery management, or 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 3+ years experience
OR equivalent experience
Experience managing $10m+ customer portfolio in a geographically distributed environment
Experience with executive stakeholder management and a strong executive presence with proven ability to engage C-level and senior business decision-makers
Ability to travel up to 25%
Preferred Qualifications
9+ years experience in customer success management, software adoption management, account management, professional services consulting, service delivery management, or customer-facing program management, including executive stakeholder management
7+ years experience in enterprise SaaS, DevOps, DevSecOps, Developer AI, or SDLC domains
Deep experience with CRM and CSM tools (Salesforce, Totango, Gainsight, or similar)
Track record of mentoring peers and shaping customer success best practices
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 AreGitHub 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.
Equal Employment OpportunityGitHub 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!
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Contact Detail:
GitHub, Inc. Recruiting Team
How to prepare for a job interview at GitHub, Inc.
✨Know Your Customer Inside Out
Before the interview, dive deep into understanding GitHub's customer base and their business processes. Familiarise yourself with industry trends and key personas to demonstrate your ability to align with customer priorities during discussions.
✨Showcase Your Change Management Skills
Prepare examples of how you've successfully guided organisations through change in previous roles. Be ready to discuss specific strategies you used to overcome adoption blockers and how you influenced stakeholders to embrace new technologies.
✨Data-Driven Decision Making
Highlight your experience with data analysis in customer success. Bring examples of how you've used KPIs and success measures to drive customer value and optimise adoption, showing that you can leverage data to inform your strategies.
✨Engage with Executive Presence
Practice articulating your thoughts clearly and confidently, especially when discussing complex topics with senior decision-makers. Prepare to share insights that could shape their digital transformation strategies, showcasing your ability to act as a trusted advisor.
