Staff Customer Success Manager

Job Description

Job DescriptionAbout GitHubAs the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 150+ million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate and experiment across 420+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.

LocationsIn this role you can work from Remote, United StatesOverviewAs a Staff Customer Success Manager, you serve as a strategic partner to executive-level business and technical decision makers, driving alignment on customer priorities and supporting them in realizing their digital and business transformation goals. Leveraging your deep experience and a data-driven approach, you guide customers in measuring adoption activities against Key Performance Indicators (KPIs), using tools such as GitHub value maps to align customer needs with the right solutions and processes. You independently build strong relationships with key stakeholders and relevant partners, proactively expanding adoption into new business units and maximizing value realization in complex enterprise environments. You are highly effective at collaborating with internal cross-functional teams, including Sales, Engineering, Product, Services as well as Microsoft account teams and other key stakeholders to ensure seamless execution of customer strategies.

You are accountable for operational excellence and customer health, ensuring process compliance, managing your portfolio, and resolving blockers using key tools and insights. Acting as the voice of the customer, you surface and address feedback and escalations, driving continuous improvement by sharing insights.

As a Staff CSM, you lead by example—by influencing, leading and actively contributing to organization-wide initiatives with cross-functional teams, actively contributing to internal & external communities, modeling & sharing best practices across teams, mentoring team members, and providing thought leadership & industry expertise through customer and community engagement. ResponsibilitiesDrive strategic alignment and business outcomes across internal teams and customer organizations, grounded in a deep understanding of customers’ business priorities and needs, and demonstrating an ability to speak to trends that affect regulatory industries in particular. Build trusted executive relationships within highly complex large enterprises, influencing key decision-makers and advocating for customer outcomes through credible, data-driven insights.

Leverage analytics and customer intelligence to inform adoption strategies, optimize KPIs, and demonstrate measurable business value through strategic success plans. Guide customers through digital and AI transformation, serving as a strategic partner in defining, executing, and scaling initiatives while proactively managing compliance, risk, and change. Orchestrate cross-functional collaboration to remove blockers, align technical and business resources, and deliver cohesive account strategies that accelerate secure adoption and tangible results.

Ensure operational excellence through pipeline management, governance, and business reporting; synthesize customer insights to shape internal priorities and maintain stakeholder alignment. Continuously deepen expertise across GitHub’s platform, regulated industry requirements, and evolving technology trends; mentor peers and contribute to the broader success community.

QualificationsRequired/Minimum Qualifications10+ 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 managementOR Bachelor’s Degree in Business, Engineering, Technology or related field AND 8+ years experience in the above areasOR Master’s Degree in Business, Engineering, Technology or related field AND 6+ years experience in the above areasOR equivalent experience5+ years experience working at Enterprise SaaS B2B Software / AI First companies or relevant consulting experience. Ability to travel up to 25% to serve business or customer needs . Additional or Preferred Qualifications14+ years experience in customer success or related fieldsOR Bachelor’s Degree in Business, Engineering, Technology or related field AND 12+ years experience in the above areasOR Master’s Degree in Business, Engineering, Technology or related field AND 10+ years experience in the above areasOR equivalent experience5+ years experience in change management and/or technology adoption.

Strong preference for deep experience in regulated industries (financial services, manufacturing, healthcare and life sciences). Prior experience supporting products in the DevOps, DevSecOps, Developer AI or SDLC industry. Ability to be dynamic in approach to work while also managing ambiguity.

Compensation RangeThe base salary range for this job is USD $98,720. 00 – USD $261,840. 00 /Yr.

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