Sr. Mgr, Customer Success Management

GitHub, Inc.; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading software platform provider in the United Kingdom is seeking a Senior Manager of Customer Success Management. This role involves leading a team of Customer Success Managers to enhance customer experiences and ensure successful software adoption. Candidates need at least 7 years of relevant experience, including transformation guidance and people management skills. The position promises opportunities for career growth and the chance to make a significant impact on customer satisfaction and retention.

Qualifications

• 7+ years experience in customer success management or related fields.
• 3+ years as a Senior CSM or team lead experience.
• Proven ability to manage enterprise organizations through change.

Responsibilities

• Develop, execute and expand customer initiatives for better product adoption.
• Manage recruitment, growth, and performance of CSM team.
• Drive customer feedback alignment with internal teams.

Skills

Customer success management

Technical account management

Change management

People management

Interpersonal skills

Education

Bachelor's Degree in Business, Engineering, Technology or related field

Master's Degree in Business, Engineering, Technology or related field

Tools

CSP and CRM tools

AI powered solutions for engagements

Job description

Locations

Remote, United Kingdom

Overview

GitHub is seeking a Senior Manager of Customer Success Management to lead a team of Customer Success Managers (CSMs) dedicated to helping our customers achieve their desired outcomes. We are passionate about customer success and the quality of our work. The ideal candidate will have enterprise experience, emerging people leadership skills, and the ability to manage a portfolio of customers within a segment/vertical with complex technical products across the GitHub Platform.

This individual will coach team members to guide customers in managing change initiatives by applying knowledge of change management principles. They will establish standard processes for the team to offer feedback and insights, helping customers set and achieve their digital and business transformation goals. The role involves managing, fostering, and leveraging relationships with key partners to drive business results. They guide the team in acting as the voice of the customer by driving new feedback. This role includes people management responsibilities, such as supporting employee development, overseeing project execution, and managing team performance.

Responsibilities

• Drive, Deliver and Demonstrate Value for Customers: Develop, execute, engage and enable adoption, while building alignment with internal stakeholders, create initiatives to expand product awareness, and identify new growth opportunities for customers. Support escalations, expansion and renewal opportunities.
• Recruit, Retain, Grow Your Team: Build and manage a pipeline of candidates, uphold a high bar for excellence, proactively manage performance expectations, create and maintain a team-based culture focused on customer outcomes while navigating constant change, and mentor and grow your team of CSMs.
• Voice of the Customer: Drive alignment and engagement with customers, develop and support mechanisms to share customer feedback with Product, Engineering and Marketing teams, and develop organizational superfans to help evangelize within customer organizations and externally with other GitHub customers.
• Own & Report on Key Metrics: Drive product adoption metrics, customer health metrics, revenue retention and growth, and deployment and implementation rates.

Qualifications

Required Qualifications

• 7+ 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 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 Master'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 equivalent experience
• 3+ years as a Senior CSM and/or principal and/or team lead experience OR 1+ year(s) formal people management experience.
• Experience guiding enterprise organizations and internal teams through transformational change in technical domains.
• Ability to travel approximately 25%

Preferred Qualifications

• Demonstrated ability to manage distributed teams across multiple verticals like B2B Tech, Software, Digital primarily located in EMEA
• Strong interpersonal and communication skills, especially when working with internal teams, especially across the revenue organization.
• Experience working in the software development or DevOps domains.
• Experience with CSP and CRM tools / solutions.
• Experience leveraging AI powered solutions for CSM engagements.
• Experience with executive stakeholder management.

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

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!