Senior Customer Success Manager

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 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ 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, Japan **

Overview**

GitHub helps companies and organizations succeed by allowing them to build better software together. We're looking for Customer Success Managers (CSM) to develop positive customer relationships and continue to grow GitHub’s business. We care about customer success and customer outcomes, and we're extremely passionate about the quality of our work. The ideal candidate will have the aptitude to deepen our customer relationships, be proactive with addressing issues and concerns, and have a passion for working with others. **

Responsibilities**

In close partnership with GitHub Sales Professionals and Customer Success Architects (CSA), CSMs have a number of key responsibilities to improve our product offering and our customer relationships. The CSM will be expected to help customers achieve their business outcomes related to topics such as software development lifecycle, devops, innersource, code analysis and security, product strategy and enablement. The role involves three essential components:

• Driving Adoption: Many of our customers begin with a set of strategic projects that grow into sizable partnerships. Working with GitHub Sales Professionals and other cross functional teams, the CSM will:
  • Develop strategies to expand engagement and enable adoption
  • Build relationships with the key stakeholders & decision makers
  • Build initiatives with customers to expand product awareness and identify new opportunities for growth
  • Distill best practices across client base and deliver insights and advice based on those practices
  • Support the expansion and renewal opportunities.
• Program Management: Customers typically have complex challenges that require focused management of programs that involve customer and GitHub team members working in partnership together. Working cross-functionally with Professional Services, Support, Product and Engineering, Sales and Solution Engineering the CSM will:
  • Conduct regular customer “health check” meetings
  • Identify and manage risks or issues for customer initiatives
  • Act as the coordinator of internal GitHub resources for customer initiatives
  • Conduct regular business reviews to provide customer and GitHub stakeholders with status, insights and strategic planning
• Voice of the Customer: CSMs will be expected to champion the voice of the customer internally at GitHub. In addition to providing an authoritative view of customer health, workingorking closely with Product and Engineering, Marketing, Support and Sales, the CSM will:
  • Track customer health metrics
  • Support executive alignment and engagement with customers
  • Connect customer feedback to Product & Marketing
  • Develop customer superfans to help evangelize within customer organizations and externally with other GitHub customers.

Qualifications

Required Qualifications:

• Experience in customer success management, software adoption management, technical account management, professional services consulting, or customer facing program management
• Experience with executive stakeholder management and a strong executive presence
• Fluency in English and Japanese
• Ability to travel approximately 25%

Preferred Qualification:

• Experience helping customers with software development practices, devops, CI/CD, or open source development practices
• Comfortable working in a fast-paced and dynamic environment
• Experience guiding enterprise organizations through transformational change in technical domains
• Experience working in the software development domain

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 100 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.