Sr. Dir, Customer Success Management

GitHub, Inc.; United States; Remote; USD 132,000 - 352,000; Full time

Job summary

An established industry player is looking for a Senior Director of Customer Success to lead a dynamic team in North America. This pivotal role focuses on enhancing customer engagement and driving value through a collaborative approach with various stakeholders. The ideal candidate will possess extensive experience in customer success management and a strong technical aptitude, enabling them to articulate value to enterprise clients effectively. Join a forward-thinking company that values innovation and collaboration, and be part of a mission to empower developers and organizations to achieve their goals through a leading AI-powered platform.

Benefits

Competitive pay

Generous learning opportunities

Excellent benefits

Remote-first work environment

Qualifications

• 12+ years experience in customer success or related fields.
• 3+ years of second-line leadership experience in post-sales roles.

Responsibilities

• Lead customer engagement portfolio across NAMER segments.
• Oversee advanced customer engagements and ensure high-impact enablement.

Skills

Customer Success Management

Technical Account Management

Leadership

Software Adoption Management

Cross-Functional Collaboration

Education

Bachelor's Degree in Business, Engineering, Technology

Master's Degree in Business, Engineering, Technology

Tools

DevOps

AI/ML

CICD

Job description

About GitHub

As 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.

Locations

In this role you can work from Remote, United States

Overview

GitHub is seeking a technically fluent and strategic Senior Director of Customer Success to lead our North America (NAMER) Customer Success Management organization. In this critical role, you will oversee a team of 40+ employees, working in close partnership with Customer Success Architects (CSAs), Scale and Digital Success, and Renewals Specialists to deliver measurable outcomes across GitHub’s full platform.

You’ll join the Customer Outcomes leadership team reporting to the VP, Customer Outcomes. Your focus will be to define and scale our NAMER engagement model while driving durable customer value, retention, and expansion. You will be expected to engage directly with customers and executive stakeholders, especially in technically complex or product-led environments, and will collaborate deeply with our Sales, Solution Engineering, Partner Ecosystem and Product teams to align strategy and execution.

This role is ideal for a second-line or third-line leader who thrives in fast-paced environments, can articulate technical value to enterprise stakeholders, and has a passion for leading high-performing, customer-centric teams. A strong technical aptitude and enterprise experience are essential, along with a passion for enabling engineering-focused organizations to achieve business outcomes through GitHub's developer platform. If you're energized by leading through complexity, partnering cross-functionally, and building high performing product-aligned teams, we'd love to hear from you.

Responsibilities

Strategic Leadership & Execution

• Lead and evolve GitHub’s customer engagement portfolio across High-Touch, Managed, and Mid-Market segments in NAMER
• Define, operationalize, and mature a clear short-, mid-, and long-term vision for the post-sales Customer Success Management function, in close partnership with CSAs and Renewals
• Champion operational excellence through scalable engagement models, data-informed planning, and repeatable delivery methodology

Technical Strategy & Executive Engagement

• Lead strategic customer engagements that require technical depth, solution design, and long-range technology roadmaps
• Partner closely with Solution Engineering and Field CTOs to translate customer objectives into actionable success plans and adoption strategies
• Guide adoption of GitHub’s platform, DevOps, AI/ML, and security offerings by aligning with technical stakeholders and enterprise buying centers
• Build executive-level trust with customers by demonstrating fluency in GitHub’s product suite, industry trends, and developer transformation journeys

Solution Design, Proof, and Customer Enablement

• Oversee advanced customer engagements including proof of concepts, architecture reviews, and consumption playbooks
• Inspire your team to lead technical value conversations, leveraging GitHub’s product capabilities to solve strategic customer problems
• Ensure delivery of high-impact enablement frameworks, reference architectures, and adoption plans tailored to industry-specific customer needs

Team Leadership & Development

• Lead, coach, and scale a distributed team of 40+ CSMs and people leaders across North America
• Build a high-performing, technically credible, and inclusive team culture rooted in accountability, excellence, and customer value
• Recruit and develop talent with a strong focus on leadership development and technical fluency across roles

Customer Value & Cross-Functional Collaboration

• Deliver business outcomes aligned with adoption, retention, and expansion goals across multisegment portfolios
• Represent the voice of the customer to internal teams—particularly Product, Engineering, and Marketing—ensuring feedback directly influences roadmap priorities
• Collaborate deeply with Microsoft, Channel Partners, and Global Systems Integrators to amplify success and scale adoption through ecosystem engagements
• Represent GitHub in strategic forums, industry events, and executive briefings, elevating GitHub’s presence as the trusted platform for AI-powered software innovation

Qualifications

Required Qualifications:

• 12+ 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 10+ 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 8+ 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 of demonstrated second-line leadership experience (managing managers) in post-sales revenue roles
• Experience working remotely and overseeing distributed, remote teams of 40+ employees

Preferred Qualifications:

• Experience overseeing multi-segment portfolios greater than $500M in ARR
• Demonstrated experience leading Developer Automation, Artificial Intelligence, CICD, Metered Developer Tools, DevOps, Application Security, or DevSecOps solutions
• Experience guiding enterprise organizations and internal technically aligned post-sales teams through transformational change in technical domains
• Strong interpersonal and communication skills, with a track record of effective cross-functional collaboration across internal teams, especially within the revenue organization
• Experience leading a post-sales team through consumptive product adoption and growth
• Willingness to travel up to 25%

Compensation Range

The base salary range for this job is USD $132,400.00 - USD $351,300.00 /Yr.

These pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.

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!