Customer Success Manager

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Git Hub is the world’s leading platform for agentic software development – powered by Copilot to build, scale, and deliver secure software. Over 180 million developers, including more than 90% of the Fortune 100 companies, use Git Hub to collaborate, and more than 77,000 organisations have adopted Git Hub Copilot.

Remote, United Kingdom.

Git Hub helps companies and organizations succeed by allowing them to build better software together. We're looking for Customer Success Managers (CSM) to align with internal teams on customers' business priorities.

A Git Hub CSM uses a data-driven approach, adapts customer success plans and timelines to meet relevant customer business goals measured by business Key Performance Indicators (KPI’s), success measures, and customer expectations. They work with the customers, Customer Success Architects, and other partners to support resolution of blockers and accelerate consumption and solution implementation. Provides feedback to Git Hub on customer development needs.

Engages with and/or leverages relevant partners to support business outcomes, as appropriate.

Identifies and coordinates internal teams across functions to support business outcomes and enable execution of customer success. Manages operational excellence and customer health by ensuring consumption process compliance and managing pipeline, engagements, and blockers by leveraging key tools, programs, and insights. Encourages customers and customer audiences to participate in relevant communities and programs. Leverages development opportunities to build their own Customer Success discipline expertise.

• Understanding the Customer Aligns with internal teams on customers' business priorities. Seeks information about the customer through research (e.g., reads customer publications, speaks with peers and customers, utilizes internal tools) to learn about their business needs and strategy. Keeps up to date with customer business and business outcomes. Supports work with customer stakeholders and business decision makers to create and update stakeholder maps.
  
  Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams).
• Driving Business Value Realization Using a data-driven approach, adapts customer success plans and timelines to meet relevant customer business goals measured by business and adoption Key Performance Indicators (KPIs), success measures, and customer expectations, depending on the type of engagement. Optimizes value realization by engaging other resources (e.g., Engineering, Partners) and ensuring progress reporting. Supports the realization of successful customer outcomes as references/case studies to accelerate the velocity of all current and future customers.
  Works with the customers, Customer Success Architects, and partners to support resolution of blockers and accelerate consumption and solution implementation for selected scenarios. Creates plan for next best action. Supports customer change initiatives by applying foundational knowledge of change management principles. Drives awareness of the importance of change management in partnership with customers to drive consumption and adoption.
• Cross-Team Collaboration Identifies and coordinates internal teams across functions to support business outcomes and enable execution of customer success.
  Engages with and/or leverages relevant partners to support business outcomes, as appropriate. Identifies appropriate Microsoft partners and jointly develops a plan based on a shared understanding of the customer. Recommends partnerships with high strategic value and cultivates their support.
• Operational and Execution Excellence Manages operational excellence and customer health by ensuring consumption process compliance (e.g., customer relationship management), engagements, and blockers by leveraging key tools, programs, and insights. Establishes and maintains internal governance processes. Leverages standard tools to ensure engagement hygiene.
  Provides regular updates to account and regional stakeholders on customers' transformation initiatives.
• Customer Trust and Advocacy Acts as the voice of the customer (VOC) and partner by driving awareness of existing feedback, blockers, escalations, insights, resources, etc., across communities and internal teams (e.g., Engineering) so they can be added and prioritized. Responds to feedback and supports positive change within Git Hub. Advocates for customers by sharing stories, learnings, and best practices.
• Community Involvement Encourages customers and customer audiences to participate in relevant communities and programs (e.g., user groups, success factories) to support customer success.
  Connects customers to relevant communities and programs. Actively participates in relevant internal communities (e.g., Git Hub…