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 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!