Staff Customer Success Manager

GitHub, Inc.; United States; Remote; USD 98,000 - 262,000; Full time

Job summary

A leading tech company is seeking a Staff Customer Success Manager to drive customer alignment and maximize value realization in enterprise environments. This remote role involves building relationships with stakeholders, utilizing data-driven strategies, and leading change management initiatives. The ideal candidate has extensive experience in customer success and a strong technical background.

Benefits

Competitive pay

Generous learning and growth opportunities

Excellent benefits

Qualifications

• 10+ years experience in customer success management or related fields.
• Ability to travel up to 25% to serve business or customer needs.

Responsibilities

• Align with internal teams to understand customers' business priorities.
• Build strong relationships with decision makers and stakeholders.
• Guide customers through change management and digital transformation initiatives.

Skills

Customer success management

Technical account management

Stakeholder management

Data-driven approach

Education

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

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

As 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 working with internal cross-functional teams, collaborating closely with Sales, Engineering, Product, and other groups 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 internally. As a Staff CSM, you lead by example—actively contributing to and influencing team initiatives, internal and external communities, sharing best practices, and deepening your expertise through customer and community engagement.

Responsibilities

• Align with internal teams and understand customers’ business priorities, analyzing customer needs and industry trends to position GitHub solutions.
• Build strong relationships with decision makers and stakeholders, ensuring customer insights inform internal strategies and stakeholder maps are current.
• Use data-driven approaches to optimize adoption activities and KPIs, adapt customer success plans, and report value realization by collaborating with cross-functional resources.
• Guide customers through change management and digital transformation initiatives, resolving adoption blockers and sharing best practices.
• Serve as a strategic partner to executive stakeholders, helping define and achieve transformation goals, and provide feedback to GitHub on customer needs.
• Build and leverage partnerships to remove blockers, support business outcomes, and drive cross-solution initiatives.
• Collaborate with internal teams to improve account strategies and drive customer value.
• Ensure operational excellence by managing pipeline, engagements, and blockers, maintaining governance processes, and providing business insights.
• Advocate for customers by surfacing feedback, driving resolution, and building trust and credibility.
• Deepen technical and strategic expertise through ongoing development, knowledge sharing, and collaboration with technical teams.

Qualifications

Required Qualifications:

• 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 Bachelor's Degree in Business, Engineering, Technology or related field AND 8+ years experience in the above areas
• OR Master's Degree in Business, Engineering, Technology or related field AND 6+ years experience in the above areas
• OR equivalent experience
• 5+ 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

Preferred Qualifications:

• 14+ years experience in customer success or related fields.
  • OR Bachelor's Degree in Business, Engineering, Technology or related field AND 12+ years experience in the above areas
  • OR Master's Degree in Business, Engineering, Technology or related field AND 10+ years experience in the above areas
  • OR equivalent experience
• 5+ years experience in change management and/or technology adoption
• Strong preference to be located on the West Coast of the US but will consider MT and CT timezones
• 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 Range

The base salary range for this job is USD $98,720.00 - USD $261,840.00 /Yr.

In addition, this role also has the opportunity to earn sales incentives. On target earnings (OTE) is based on a 80/20 base salary/sales incentive.

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!