Sr. Dir, Customer Success Management

GitHub; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

An established industry player is seeking a dynamic Senior Director of Customer Success to lead their North America team. In this pivotal role, you will oversee a talented group of over 40 professionals, focusing on driving customer value and retention through strategic engagement. You'll work closely with cross-functional teams to align strategies and ensure successful adoption of the platform. This position is perfect for a leader passionate about empowering teams and enhancing customer experiences in a fast-paced, tech-driven environment. If you thrive on complexity and innovation, this opportunity is for you.

Qualifications

• 12+ years in customer success management or related fields with stakeholder management experience.
• 3+ years of leadership managing remote teams of 40+ employees.

Responsibilities

• Lead GitHub's customer engagement portfolio across various segments.
• Build executive-level trust with customers and inspire your team.

Skills

Customer Success Management

Technical Account Management

Stakeholder Management

Leadership

Cross-Functional Collaboration

Education

Bachelor's Degree in Business, Engineering, or Technology

Master's Degree in Business, Engineering, or Technology

Tools

AI

DevOps

CICD

Application Security

Job description

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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

• 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
• 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 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
• 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
• 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 focus on leadership development and technical fluency
• 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 influences roadmap priorities
• Collaborate with Microsoft, Channel Partners, and Global Systems Integrators to scale adoption through ecosystem engagements
• Represent GitHub in strategic forums, industry events, and executive briefings to elevate its presence as a trusted platform for AI-powered software innovation

Qualifications

Required Qualifications:

• 12+ years in customer success management, software adoption, technical account management, professional services, or related fields, with experience managing stakeholders
• OR Bachelor’s Degree in Business, Engineering, Technology, or related field AND 10+ years experience
• OR Master’s Degree in Business, Engineering, Technology, or related field AND 8+ years experience
• OR equivalent experience
• 3+ years of second-line leadership managing managers in post-sales roles
• Experience managing remote, distributed teams of 40+ employees

Preferred Qualifications:

• Experience overseeing multi-segment portfolios >$500M ARR
• Experience with Developer Automation, AI, CICD, DevOps, Application Security, or DevSecOps
• Proven ability to lead transformational change in technical domains
• Strong cross-functional collaboration skills, especially within revenue teams
• Experience leading post-sales teams through product adoption and growth
• Willingness to travel up to 25%