Senior Customer Success Manager

Who you are

• 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 a Bachelor’s Degree in Business, Engineering, Technology, or related field AND 5+ years experience; OR a Master’s Degree in Business, Engineering, Technology, or related field AND 3+ years experience; OR equivalent experience
• Experience with executive stakeholder management and a strong executive presence with proven ability to engage C-level and senior business decision-makers
• Demonstrated ability to influence cross-functional global teams and partners toward shared outcomes
• Ability to travel up to 25%
• 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, Gainsight, or similar)
• Track record of mentoring peers and shaping customer success best practices
• Professional proficiency in spoken Spanish, with the ability to engage confidently with customer and executive stakeholders
• Strong AI fluency, with practical experience using AI-powered tools and the ability to articulate how AI can transform software development and enterprise ways of working

What the job involves

• 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
• 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
• 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
• 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
• 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
• 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)
• 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
• 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
• 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
• Deepen competitive and strategic expertise through customer conversations and community engagement
• Leverage development opportunities and technical partnerships (CSAs, Engineering) to continuously enhance GitHub expertise

Benefits

• Flexible time away to support balance in your work and life
• Clear diversity, inclusion, and anti-discrimination policies backed by business practices and company culture
• 100% of medical, dental, and vision insurance premiums covered by GitHub for you + your dependents. (Includes gender-affirming benefits)
• Five months of paid family leave to all new parents with the option to use it all at once or throughout the child’s first year
• Family forming benefits that cover fertility, infertility, adoption, and surrogacy costs and support
• Mental health benefits that offer resources and support and cover therapy and coaching sessions for you and your dependents
• Generous 401(k) matching with 50% match up to the IRS 402(g) limit (US; competitive non-US pension options internationally)
• Employee stock purchase plan that lets you purchase Microsoft stock at a discount. (Microsoft is our parent company.)