Job Information
GitHub Dir, Customer Success Management in United States
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. 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 Director of Customer Success Management to lead and grow 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 deep enterprise experience, proven people leadership skills, and the ability to manage multiple customer segments, verticals and 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 expand the partner network and drive business results.
Additionally, they will lead internal and external communities, enhancing their competitive and strategic expertise through customer discussions and community engagement. This role also includes people management responsibilities, such as supporting employee development, overseeing project execution, and managing team performance.
Preference will be given to candidates who are based in CST, MST, or PST time zones.
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 executive 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: Oversee product adoption metrics, customer health metrics, revenue retention and growth, and deployment and implementation rates.
Qualifications
Required/Minimum 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 eld 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 Master's Degree in Business, Engineering, Technology or related eld AND 6+ 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 post sales people leadership experience in a B2B SaaS company > $100 Million+ ARR run rate business.
Experience guiding enterprise organizations and internal teams through transformational change in technical domains.
Ability to travel approximately 25%.
Preferred Qualifications:
Demonstrated ability to manage globally distributed teams across multiple verticals like B2B Tech, Software, Digital primarily located in the MidWest and the West Coast.
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 and a strong executive presence.
Second line leadership experience is a plus.
Compensation Range
The base salary range for this job is USD $117,440.00 - USD $311,600.00 /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!