Dir, Customer Success Management

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, Canada
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.

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 exp 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 retail and public sector.

• 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.

 

GitHub Leadership Principles:

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.
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!