Job Description

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 helps companies and organizations succeed by allowing them to build better software together. We're looking for Customer Success Managers (CSM) to align with internal teams on customers' business priorities.



A GitHub CSM uses a data-driven approach, adapts customer success plans and timelines to meet relevant customer business goals measured by business Key Performance Indicators (KPI's), success measures, and customer expectations. They work with the customers, Customer Success Architects, and other partners to support resolution of blockers and accelerate consumption and solution implementation. Provides feedback to GitHub on customer development needs. Engages with and/or leverages relevant partners to support business outcomes, as appropriate.




Identifies and coordinates internal teams across functions to support business outcomes and enable execution of customer success. Manages operational excellence and customer health by ensuring consumption process compliance and managing pipeline, engagements, and blockers by leveraging key tools, programs, and insights. Encourages customers and customer audiences to participate in relevant communities and programs. Leverages development opportunities to build their own Customer Success discipline expertise.




Responsibilities:

Understanding the Customer

Aligns with internal teams on customers' business priorities. Seeks information about the customer through research (e.g., reads customer publications, speaks with peers and customers, utilizes internal tools) to learn about their business needs and strategy. Keeps up to date with customer business and business outcomes. Supports work with customer stakeholders and business decision makers to create and update stakeholder maps. Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams).

Driving Business Value Realization

Using a data-driven approach, adapts customer success plans and timelines to meet relevant customer business goals measured by business and adoption Key Performance Indicators (KPIs), success measures, and customer expectations, depending on the type of engagement. Optimizes value realization by engaging other resources (e.g., Engineering, Partners) and ensuring progress reporting. Supports the realization of successful customer outcomes as references/case studies to accelerate the velocity of all current and future customers. Works with the customers, Customer Success Architects, and partners to support resolution of blockers and accelerate consumption and solution implementation for selected scenarios. Creates plan for next best action. Supports customer change initiatives by applying foundational knowledge of change management principles. Drives awareness of the importance of change management in partnership with customers to drive consumption and adoption.

Cross-Team Collaboration

Identifies and coordinates internal teams across functions to support business outcomes and enable execution of customer success. Engages with and/or leverages relevant partners to support business outcomes, as appropriate. Identifies appropriate Microsoft partners and jointly develops a plan based on a shared understanding of the customer. Recommends partnerships with high strategic value and cultivates their support.

Operational and Execution Excellence

Manages operational excellence and customer health by ensuring consumption process compliance (e.g., customer relationship management), engagements, and blockers by leveraging key tools, programs, and insights. Establishes and maintains internal governance processes. Leverages standard tools to ensure engagement hygiene. Provides regular updates to account and regional stakeholders on customers' transformation initiatives.

Customer Trust and Advocacy

Acts as the voice of the customer (VOC) and partner by driving awareness of existing feedback, blockers, escalations, insights, resources, etc., across communities and internal teams (e.g., Engineering) so they can be added and prioritized. Responds to feedback and supports positive change within GitHub. Advocates for customers by sharing stories, learnings, and best practices.

Community Involvement

Encourages customers and customer audiences to participate in relevant communities and programs (e.g., user groups, success factories) to support customer success. Connects customers to relevant communities and programs. Actively participates in relevant internal communities (e.g., GitHub community team) and leverages community as a source of information. Supports work with customers to improve best practices and open source program offices (OSPOs) communities. Shares success stories and best practices across communities and provides feedback and insights into the playbook for optimization.

Technical Development

Leverages development opportunities (e.g., mentorships, role-based resources, trainings) and builds partnerships with technical teams (e.g., Customer Success Architects, Fastrack, Engineering) to build Customer Success discipline expertise, including product and required technical skills.

Other

Embody our culture and values



Qualifications:

Required Qualifications:

5+ years experience in customer success management, software adoption management, technical account management, professional services consulting, service delivery management or customer facing program management, executive stakeholder management

+ OR Bachelor's Degree in Business, Engineering, Technology or related field AND 3+ years experience in customer success management, software adoption management, technical account management, professional services consulting, service delivery management or customer facing program management, executive stakeholder management
+ OR Master's Degree in Business, Engineering, Technology or related field AND 1+ year(s) experience in customer success management, software adoption management, technical account management, professional services consulting, service delivery management or customer facing program management, executive stakeholder management
+ OR equivalent experience
Ability to travel up to 25% to serve business or client needs

Preferred Qualifications:

Strong preference to be able to travel and support customers across EMEA Timezone 5+ years experience in Enterprise Software/Saas. 1+ years experience in change management and/or technology adoption. Demonstrable ability using CRM tools like Salesforce, Totango, HubSpot, or similar sales tools Prior experience supporting products in the DevOps, DevSecOps, Developer AI, or SDLC industry Ability to be dynamic in your approach to work while also managing ambiguity

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!