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- Tasks: Guide enterprise organisations through digital transformation and drive customer success with GitHub.
- Company: Join GitHub, the leading platform for software development and innovation.
- Benefits: Remote work, competitive pay, generous learning opportunities, and excellent benefits.
- Why this job: Make a real impact by helping businesses thrive with cutting-edge technology.
- Qualifications: 7+ years in customer success management or related fields, strong executive presence required.
- Other info: Be part of a diverse team that values growth, collaboration, and innovation.
The predicted salary is between 48000 - 84000 ÂŁ per year.
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 Kingdom.
Overview
GitHub 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.
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 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.
Qualifications
Required 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 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.
Equal Employment Opportunity: 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!
Senior Customer Success Manager employer: GitHub, Inc.
Contact Detail:
GitHub, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former GitHub employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Senior Customer Success Manager role. Personal connections can give you insights that no job description can.
✨Tip Number 2
Prepare for the interview by diving deep into GitHub’s products and customer success strategies. Familiarise yourself with their success frameworks and think of how you can apply your experience to help customers achieve their goals. Show them you’re not just another candidate, but someone who truly understands their mission.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you convey your value effectively during interviews.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. Mention something specific from your conversation to remind them of your fit for the role. And remember, apply through our website to ensure your application gets the attention it deserves!
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your experience in customer success management and how it aligns with GitHub's mission. We want to see how you can bring value to our team!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to show how you've driven customer success and engagement. We love numbers that tell a story!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who fits into our culture of being customer-obsessed and collaborative. Share your passion for technology and how you’ve helped customers succeed in the past.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining our team at GitHub!
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 key personas, industry trends, and how GitHub's platform can drive value for enterprise organisations. This knowledge will help you engage effectively with senior stakeholders during the interview.
✨Showcase Your Change Management Skills
Prepare to discuss your experience in guiding organisations through change. Be ready to share specific examples of how you've influenced leaders and resolved adoption blockers in previous roles. Highlighting your ability to implement and sustain change will resonate well with the interviewers.
✨Data-Driven Success Stories
Bring along data-driven examples of how you've analysed customer adoption and optimised success measures in past positions. Discussing concrete metrics and outcomes will demonstrate your analytical skills and your commitment to driving business value realisation.
✨Emphasise Collaboration and Mentorship
GitHub values teamwork and community involvement, so be prepared to talk about your experiences in cross-functional collaboration and mentoring peers. Share how you've contributed to shaping best practices and how you plan to bring that collaborative spirit to the role.
